Executive Escalation Requested – Xfinity Mobile Promotion Removed Due to Customer Service Error

I am writing to formally escalate an extremely frustrating experience with Xfinity Mobile regarding an iPad promotion that I accepted approximately two months ago.

I have been an Xfinity customer for nearly 20 years and have consistently paid my bills on time. I am incredibly disappointed that a situation caused by conflicting information and actions from Xfinity representatives has now resulted in an unexpected $575 charge to my personal debit card and the loss of a promotion I accepted in good faith.

Approximately two months ago, I visited an Xfinity store to add a phone line for my daughter. While there, the store representative offered me a promotion on an iPad. I was told that I would pay approximately $9 per month for 36 months for the device and that the $20 monthly service fee would be waived as part of the promotion. Based specifically on those terms, I agreed to add the iPad for my son.

A few days later, I reviewed my account and saw several charges that I did not understand and that did not appear consistent with what I had been promised. Concerned, I called Xfinity Customer Service for help.

Instead of explaining that these charges were temporary and would correct themselves after the billing cycle—as I was later told was the case—the representative initiated a return and generated a shipping label for the iPad.

I then took the iPad to the Xfinity store, intending to return it. The original store representative was surprised and explained that I should not return it because the charges I was seeing would resolve after the billing cycle. Based on his explanation, I called Xfinity Customer Service again and specifically told them I wanted to cancel the return and keep the iPad under the promotional terms I had originally agreed to.

I believed the issue was resolved.

Now, approximately two months later, I discovered a $575 charge on my personal debit card for the iPad. I received no warning that this charge was going to occur and certainly did not authorize or expect a $575 lump-sum charge.

After contacting Xfinity again, I was told that when the first customer-service representative generated the return label, it removed/cancelled my original promotion. Even though I subsequently contacted Xfinity and cancelled the return because I intended to keep the device under the original promotion, I was never told that the promotion had been forfeited or that keeping the iPad would result in my being charged the full price of the device.

Had anyone told me that, I obviously would have handled the situation differently.

I am now being told that my options are to return an iPad my son has been using for two months in order to receive my money back, or keep it under completely different terms—approximately $50 per month for the device plus the $20 monthly service fee. Neither option reflects the promotion I agreed to.

This is incredibly frustrating because I did not cancel the promotion. An Xfinity representative initiated a return because they failed to properly explain my bill, and that action apparently cancelled the promotion without my knowledge. I then contacted Xfinity to cancel that return and made it clear that I wanted to keep the iPad. At no point was I informed that the original promotion could not or would not be reinstated.

I am asking Xfinity to review the account history, including my calls and the original transaction, and make this right. Specifically, I am requesting that:

1. The $575 charge be refunded immediately; and

2. Xfinity honor or reinstate the original promotional terms under which I agreed to obtain the iPad—approximately $9/month for 36 months with the $20 service fee waived.

I understand that promotions have specific terms and eligibility requirements. However, this situation was created by the actions and conflicting guidance of Xfinity representatives. I should not be financially penalized because one Xfinity representative gave me information that directly conflicted with another.

Beyond the financial frustration, my son has now had this iPad for two months and is understandably very upset that we are being told we need to take it away and return it because of an administrative issue that we did not cause.

After nearly 20 years as a loyal Xfinity customer, I expected a much better effort to resolve this. The representative I spoke with today simply repeated the available options without acknowledging how this situation occurred or making any meaningful effort to escalate or correct it.

I am asking that this please be reviewed by someone with the authority to investigate the account history and restore the promotion. I am not asking for something that was never offered to me—I am simply asking Xfinity to honor the promotion I originally accepted and relied upon when I agreed to take the device.

Please escalate this matter and contact me regarding a resolution as soon as possible.