Formal Billing Complaint and Request for Supervisor Review – $30 Increase and Unreliable 2 Gig Internet

I am writing to formally express my dissatisfaction with my recent billing increase, the reliability of my internet service, and the customer service I received when attempting to resolve these issues.

My monthly bill has increased by $30, and I would like a clear explanation of why this increase occurred. I have consistently paid my bill on time, yet my internet service continues to be choppy and unreliable. The quality of service I am receiving does not justify the amount I am paying.

When I contacted customer service, the agent offered a mobile promotion and suggested downgrading my current 2 Gig internet service to 1 Gig. I do not consider these offers an appropriate resolution to my concerns. I am not interested in adding another service or sacrificing my existing internet speed simply to obtain a better price.

I asked the agent to escalate my concerns to a supervisor, but I have not been given confirmation that my complaint will be reviewed or resolved.

I am requesting the following:

1. A clear explanation of the $30 monthly bill increase.
2. A $30 courtesy credit to my account in recognition of the inconvenience and my concerns regarding service reliability.
3. A reduction in my monthly bill while maintaining my current 2 Gig internet plan, if available through a loyalty discount, retention offer, or promotional rate.
4. A review of my recurring internet issues and appropriate troubleshooting to address the unreliable connection.
5. Confirmation that my complaint has been escalated to a supervisor or the appropriate customer relations team, along with a written response outlining the proposed resolution.

I would prefer to remain an Xfinity customer. However, I expect to receive reliable service at a fair price, and I do not believe I should have to accept a downgrade or purchase additional services to have my concerns taken seriously.

Please review my account and let me know what can be done to resolve these matters. I would appreciate a response addressing each of my requests rather than another offer for an unrelated service.

Thank you for your time and attention. I look forward to your response.