Breach of Promised Account Credit & Improper Late Fee Assessment

In July 2026, my area experienced multiple days of intermittent outages due to cable upgrades, disrupting online teaching and work-from-home schedules. On a recorded call on July 26, Xfinity agreed to issue a full 1-month bill credit (approx. $330).

On August 29, 2026, I called Xfinity to check on the credit status. The representative confirmed the $330 credit agreement on the call logs, got supervisor approval, and explicitly instructed me NOT to pay the bill due September 6 while the credit processed over a few days due to a $150 24-hour system cap (Support rep name was Mel).

On my recent statement, I was charged $551, reflecting only a partial $150 credit and a $13 late fee for following Xfinity's explicit instructions not to pay. Today, a phone supervisor confirmed that both previous calls recorded supervisor approvals for the $330 credit, but refused to honor the remaining $180 balance or provide manager contact information, citing policy limits.

Requested Remedy:

1. Application of the remaining $180 credit ($330 promised minus $150 applied).

Immediate waiver/credit of the $13 late fee.

Written confirmation that the account balance is corrected and in good standing with no negative credit reporting.

Call Reference IDs: [7/26/26:20011022231785110849; 8/29/26: ECM00247943302; 9/24/26: ECM0025529661]