Conflicting Billing Information, Service Suspension & Request for Immediate Resolution

I am requesting escalation to Xfinity’s Corporate/Executive Customer Relations team regarding an unresolved billing and service issue.

I have documented multiple interactions with Xfinity representatives in which I was given conflicting information regarding payment arrangements, Promise to Pay options, and a customer loyalty installment option.

Most recently, my account itself displayed “Payment arrangement scheduled for Aug 10,” while also showing two separate scheduled payments of $126.50 — one for August 11 and another for September 3. At the same time, representatives have told me that I have no payment arrangement and that no extension is available.

I have also been told by a representative that I could potentially use a customer loyalty agreement/installment plan once my account was active and in good standing. Another representative subsequently told me I was not eligible for an arrangement.

I have screenshots documenting these conversations and my account information.

I am not refusing to pay my balance. I am asking Xfinity to review what I was told, review the notes on my account, explain the conflicting information, and provide a reasonable way for me to restore my service.

I work from home, so the suspension is directly affecting my ability to work. I have also experienced repeated service interruptions while maintaining my Xfinity service, and the recurring $5 credits I have received do not adequately address the frequency of those interruptions.

I have been a loyal customer and would prefer to remain with Xfinity, but the inconsistent information and lack of resolution have seriously damaged my confidence in the company.

I am requesting a corporate-level review, immediate assistance with restoring my service, review of the loyalty/installment option previously offered to me, and a review of my account for appropriate service-interruption credits.

Please provide me with a documented resolution rather than directing me back through the same standard customer-service process that has already produced conflicting answers.