Escalation: 10/24 In-Store Plan Change Raised Bill $31.29/mo, Removed Free Peacock, Added $55 Charge (23+ Year Customer)

Hello Official Xfinity Support Team,

I am reaching out to Corporate Digital Care to request an immediate review and resolution regarding an in-store account change that occurred on October 24, 2026. I have been a loyal Xfinity customer for over 23 years, and prior to this visit, I had an active contract rate locked in through January 2027.

On 10/24/26, I visited the Xfinity Store located at 2400 Franklin Pike, Nashville, TN 37204 solely to pay my bill. The self-service kiosk was out of order, forcing me to speak directly with an in-store sales representative to submit payment.

While processing my payment, the sales representative stated that I was overpaying by $30/month on my current plan and offered to lower my rate. Trusting their figures, I agreed to an update. However, upon reviewing my post-visit account documentation, I discovered the representative completely misrepresented my billing:

1. Price Hike Instead of Savings: My actual monthly rate went UP by $31.29 per month, rather than decreasing as promised.

2. Loss of Included Perks: My original plan included Peacock for free, which now explicitly shows as Canceled on my new bill statement breakdown.

3. Unwarranted Partial Charges: My estimated statement includes $55.02 in prorated/partial charges created entirely by this unnecessary plan reset.

4. Lack of Recording Disclosure: If in-store audio/video or digital transaction pads were recorded during this interaction, I was never informed that the session was being recorded or used to log agreement to terms that differed from what was verbally promised.

Requested Resolution: Given my 23+ years of tenure and the fact that this change occurred due to misquoted information while trying to pay a bill at a broken kiosk, I am requesting the following:

• Revert my account to my previous promotional tier and lock in the rate under a new 1- to 2-year loyalty agreement (extending beyond January 2027) so I do not have to revisit this experience, while issuing a billing credit for the $31.29 monthly rate hike.

• Restore my complimentary Peacock access.

• Credit the $55.02 in partial/prorated charges.

• Review my account for any available loyalty perks or promotional credits toward premium streaming options (such as Paramount+ with SHOWTIME) to make up for the inconvenience caused by this in-store experience.

Please let me know how to proceed to verify my account details via private message / Modmail. Thank you.