Formal Complaint – Billing Issues, Failure to Honor $500 Gift Card Promotion, and Misleading Advertising

I am reaching out as a brand-new Xfinity customer to express my deep frustration and disappointment with how my account has been handled. Since signing up for service in September 2024, I have encountered misleading advertising, inconsistent information, and a lack of resolution—all of which have created unnecessary financial and emotional strain.

Timeline of Events

1. Sign-Up and Promotional Offer (September 2024):
   I signed up for Xfinity service based on a flyer that advertised a $49.99 monthly rate and a $500 gift card promotion with a delivery timeline of 6–9 weeks. This promotion was one of the main reasons I decided to switch to Xfinity, as it appeared to offer a better deal than the $100 per month I was paying with AT&T.

2. Initial Contact with Customer Service and Loyalty Department:
   After signing up, I contacted customer service to confirm the promotional details and was reassured that I qualified.

   During a follow-up call with the loyalty department, I spent over two hours reviewing my account and was informed that a glitch in the chatbot system during signup had caused some confusion. However, the loyalty team assured me that because I had signed up for a business account, the timeline for receiving the gift card was extended to 12–16 weeks. They confirmed that I was eligible for the $500 gift card and documented this in my account.

3. Failure to Deliver the Gift Card and Corporate Escalation Response:
   After waiting the full 16 weeks, I still had not received the gift card. I contacted corporate escalation via email, only to be told:

   • I would not be receiving the gift card due to undisclosed fine print.
   • I was “welcome to switch back” to another provider if I was unhappy with this decision.

As a brand-new customer, this response was shocking. Not only does it contradict the promotional flyer and the assurances provided by your loyalty team, but it also feels dismissive and unprofessional.

4. Billing Discrepancies:
   In addition to the issue with the gift card, my bills have consistently been over $100 per month, despite the advertised $49.99 rate. This pricing is identical to what I was paying with AT&T, and if I had known this beforehand, I would never have switched—especially after paying $200 for installation.

Financial and Emotional Impact

This entire experience has been incredibly frustrating. As a new customer, I trusted Xfinity to honor its promotional commitments and provide clear, transparent communication. Instead, I’ve encountered misleading advertising, inconsistent information, and financial strain during a time of year when every dollar counts.

What I Expect

To resolve this matter, I request the following:

1. Honor the $500 Gift Card Promotion: Deliver the gift card as promised, as noted in my account and clarified by the loyalty department.
2. Correct My Monthly Rate: Adjust my bills to reflect the advertised $49.99 rate, retroactive to my first bill.
3. Reimburse Installation Costs (if unresolved): If Xfinity cannot honor its commitments, refund the $200 installation fee I paid and cover any additional costs I will incur to switch providers.

Next Steps

As a brand-new customer, I had high expectations for Xfinity, and I hope that you will resolve this matter promptly and fairly. If this issue is not addressed within 7 business days, I will have no choice but to escalate the matter further. This includes filing complaints with consumer protection agencies such as the Better Business Bureau (BBB), Federal Trade Commission (FTC), and Federal Communications Commission (FCC). I also plan to share my experience publicly through online reviews and social media to ensure that others are aware of how Xfinity handles its commitments.

I sincerely hope that your team will take this opportunity to resolve the issue in good faith

Sincerely,
Kim [Edited: Personal Information]