Formal Complaint: Deceptive Sales Practices Regarding Storm-Ready WiFi and Request for Account Credit — Account #8529102191087773

To Xfinity Customer Support and Executive Escalations,

​I am writing to formally register an urgent complaint regarding deceptive sales practices, gross omissions by your sales representatives, and an unacceptable refusal by customer service to resolve a problem your team created.

​I work from home, and reliable internet connectivity is essential to my livelihood. Due to ongoing poor performance with my prior service, I contacted Xfinity to address the issue. Instead of simply fixing my connection, your representative convinced me to upgrade my plan specifically on the promise of the Storm-Ready WiFi solution, assuring me it would provide uninterrupted backup connectivity during power and network disruptions.

​At no point during that sales conversation was I informed that the system required an additional battery pack that was not included, nor that I would be required to spend extra money out-of-pocket and physically travel to an Xfinity store to purchase it.

​I only discovered this critical omission after receiving the equipment, setting it up, and calling support to troubleshoot why the setup was incomplete. To add insult to injury, your support team expected me to take time out of my workday, drive to a retail store, and pay additional out-of-pocket expenses for equipment that should have been fully disclosed upfront.

​When I contacted customer service to request a billing credit to offset the cost of this battery pack and compensate for the significant inconvenience caused by your agent’s misrepresentation, I was flatly denied. Refusing to take financial responsibility when a customer is misled into an upgrade is completely unacceptable.

​I expect Xfinity to stand behind what its representatives sell. To resolve this matter satisfactorily, I require:

​A direct credit applied to my account to fully offset the purchase price and taxes of the required battery pack.

​A formal review of the sales interaction to ensure other customers are not being misled regarding the true requirements and out-of-pocket costs of Storm-Ready WiFi.

​Please review my account notes, pull the initial sales call recording if necessary, and contact me within 48 hours to confirm that this credit has been applied. If Xfinity is unwilling to honor basic transparency and correct this deceptive experience, I will escalate this complaint to the Federal Communications Commission (FCC) and my state's Attorney General Consumer Protection Division.

​Sincerely,

​Jennifer Polik