Escalation summary for Xfinity Community Support (Case: Edit: Personal Information)

Core issue: I continue to be billed for Peacock Premium Plus and I’m unable to remove/cancel it from my Xfinity account since October/November of 2025. I also received incorrect/partial credit and I keep getting case-closed emails even though the issue is not resolved.

Timeline (high level)

• Nov 30, 2025: Executive Customer Relations opened Case [Edit: Personal Information] and assigned it to D.M. (Escalation Specialist - hiding her full name to respect her privacy).

• Dec 8, 2025: I shared a detailed update (with screenshots) showing:

  • Peacock Premium Plus is present on my Xfinity account.

  • Peacock Support told me they cannot cancel because the subscription is “Managed by Xfinity.”

  • My Peacock billing page says “Managed by Xfinity” and redirects me back to Xfinity for management.

  • My Xfinity account still showed three set-top boxes that were supposed to drop off.

• Dec 16–20, 2025: Multiple follow-ups due to no resolution:

  • Peacock Premium Plus still shows on billing.

  • When I try to remove Peacock Premium Plus in Xfinity, it shows the option to remove, but the change fails with an error and won’t save.

  • I asked D.M. to include someone else if needed.

• Jan 21, 2026: Another follow-up after voicemails:

  • Credit issued was incorrect: I received $10 instead of $16.99.

  • Next bill estimate still shows Peacock Premium Plus, meaning it’s still attached.

• Feb 7–8, 2026: Continued follow-ups:

  • I’m still being billed for Peacock Premium Plus.

  • I requested proper credits for prior and current billing cycles and asked to remove the subscription.

  • I requested escalation to a supervisor/manager.

  • I keep receiving emails that the case is closed, but the problem remains. I left another voicemail asking D.M. to not close the case until it’s resolved.

What I need help with

1. Remove Peacock Premium Plus from my Xfinity account completely (it appears “stuck” and Peacock says they can’t cancel because it’s Xfinity-managed).

2. Fix the billing/credits (one credit appears short: $10 vs $16.99, and I’m still being billed).

3. Reopen / keep open Case [Edit: Personal Information]until billing stops and Peacock Premium Plus is removed.