Billing Issue

I am requesting that this matter be escalated to Xfinity Executive Customer Relations / the Office of the President.

I contacted Xfinity regarding my Internet service and was specifically told that I could remain on my existing promotional rate. I relied on that representation and understood that my monthly rate would continue at the agreed promotional price.

However, Xfinity subsequently continued billing me at the higher, non-promotional rate despite the agreement. I have contacted regular customer service to try to resolve the issue, and they did issue a credit and agreed the credit would continue each month so that my bill total would equal what I was lreviously paying.  However, the billing has not been corrected. I requested transcripts of these calls and was told they would arrive in 2-3 business days, but transcripts never arrived.  I have confirmation codes and screen shots of these conversations.

I am requesting:

• That Xfinity review the records and/or recording of the conversation in which the promotional rate was agreed to
• That the agreed promotional rate be reinstated
• That I receive a credit for all amounts I have been overcharged since the agreed rate should have taken effect
• Written confirmation of the corrected rate and the duration of the promotion

At this point, I do not want to continue repeating the issue through standard customer service. I am requesting that an Executive Customer Relations representative contact me directly to resolve this matter.

I will provide my account information and other identifying details through a private message once contacted by an authorized Xfinity representative.

Thank you