Executive Escalation Request – Incorrect Pricing and iPad Transaction

I am requesting assistance with a billing and sales issue that I have now attempted to resolve multiple times through Xfinity customer service.

On April 7, 2026, I had an extensive chat with an Xfinity representative regarding my services. During that conversation, I was very clear about two things: I was not willing to reduce my 1.2 Gig internet speed, and I did not need an iPad and was not willing to increase my overall monthly expenses simply to receive one.

During the conversation, I was presented with an estimated recurring monthly amount of $159.78. I expressly declined that amount because it was more than I was already paying. After additional discussion, the representative subsequently presented an estimated recurring monthly amount of $129.78, which I accepted.

I retained a screen recording of the April 7 conversation documenting the offers, my objections, and what I ultimately agreed to.

Unfortunately, the resulting billing has not reflected my understanding of that agreement. My current Xfinity home service is $125.90 per month, while my separate Xfinity Mobile/iPad bill is $33.88, resulting in a combined monthly cost of $159.78—the exact amount I expressly declined during the April 7 conversation.

I previously contacted Xfinity regarding this discrepancy. Temporary adjustments were made and I was advised that the matter would be escalated, but the underlying issue was not resolved.

On September 21, 2026, I contacted Xfinity again. During that conversation, the representative apologized for the “false details” previously provided to me. After reviewing the situation, the representative advised that a request had been raised allowing me to return the iPad outside the normal return period, instructed me to take the device to an Xfinity store, and advised that I had two weeks to do so. The representative also stated that my current mobile charge would be refunded following the return.

I followed those instructions immediately and went to an Xfinity store. I want to be especially clear that I am not making a complaint about the store employees. They were professional, sympathetic, and attempted to assist me. The issue was simply that they did not have the ability to execute the return that online customer service told me had been authorized. I therefore left the store with the iPad and have scheduled another appointment for next week.

Before making another trip, I am requesting that this matter be escalated and that my April 7 transaction be reviewed to determine how Xfinity intends to honor or unwind the agreement.

My preferred resolution is for Xfinity to honor the agreement as it was represented to me. I am perfectly willing to keep the iPad and continue paying for it if Xfinity honors the total monthly pricing that was represented to me and that I accepted on April 7, while maintaining my 1.2 Gig internet service.

Alternatively, if Xfinity cannot honor that pricing, I am willing to return the iPad. In that case, I am requesting that the return be properly authorized and documented, the remaining device financing balance be canceled without penalty, the associated tablet service be canceled, and the applicable charges be credited/refunded.

Either resolution is acceptable to me. What is not acceptable is continuing to pay $159.78—the exact monthly amount I expressly declined during the April 7 sales conversation.

I have another store appointment scheduled for next week. Before making another trip, I am requesting that this matter be reviewed and that the return authorization and financial adjustments, if that is the resolution, be properly documented and executable by the store.

I have documentation supporting all of the above, including the April 7 screen recording, my current Xfinity and Xfinity Mobile statements, and the September 21 customer-service transcript documenting today's attempted resolution.

Please assist me with escalating this matter to someone with the authority to provide a permanent resolution.