Executive Escalation – Internet Credit Request

Hello,

I am requesting an escalation to Xfinity's Internet Executive Customer Relations/Executive Resolutions team regarding an unresolved credit issue.

I was originally working with Keira D. through Executive Resolutions regarding my Xfinity Mobile issue. Keira explained that she only has authority over the Mobile portion of my account and specifically directed me to the Internet side regarding my request for additional credit.

I then spoke with Xfinity customer service regarding the Internet portion. I was told that I could only receive a $19 credit because the primary problems involved Mobile.

I do not believe that accurately reflects what happened.

This entire situation began when I contacted Xfinity regarding my Internet/streaming service. During that interaction, the representative proceeded into my Mobile service and made changes involving my three phone lines, despite my explaining that the phones were still financed/locked and that I needed guidance before proceeding.

That interaction ultimately resulted in four days without phone service, problems accessing my accounts, and a significant amount of time spent trying to correct the situation. I am still dealing with some of the consequences and have had to handle much of the correction myself.

Keira subsequently handled the Mobile portion and provided a $30 Mobile credit. I appreciate that credit, but it does not resolve the separate Internet portion of my complaint.

I was also told that a supervisor would call me Tuesday regarding the Internet credit. That callback never occurred.

At this point, I am requesting that someone with authority at the Internet Executive Customer Relations/Executive Resolutions level review the COMPLETE history rather than treating the Internet and Mobile issues as unrelated events.

I am requesting a $200 credit to my Xfinity Internet account as a resolution.

I am not asking for compensation simply because I was inconvenienced. I am asking Xfinity to recognize the chain of events that began with my Xfinity Internet/streaming inquiry, the resulting loss of phone service for four days, the account-access problems, the extensive time spent trying to correct the situation, and the fact that I was repeatedly required to explain the situation and pursue the resolution myself.

Please do not send me back to Mobile Executive Resolutions. Keira already confirmed that she does not have authority over the Internet account.

Please escalate this to the appropriate Internet executive team and provide me with a case/reference number.

Thank you.