Formal Complaint: Failure to Honor Promotional Rate and Provide Written Confirmation

To Xfinity Customer Service and Management,

I am writing to formally complain about my recent customer service experience and to request immediate written confirmation of the promotional rate I was promised. I have been a loyal Xfinity customer for seven years, but the experience I had today was unacceptable and has seriously undermined my trust in your company.

September 24: Initial Promise of a Promotional Rate

On September 24, I noticed that my monthly WiFi bill had increased. I called Xfinity and spent approximately 45 minutes speaking with an agent about my options. After negotiating rates, the agent explicitly promised me a promotional rate of $45 per month for 60 months (five years) and a refund for the difference on my September bill.

The agent assured me that I would receive an email receipt within 24 hours confirming both the new rate and the refund. That email never arrived.

October 24: The Same Issue, Repeated

Today, October 24, I received another bill reflecting the increased rate. I called Xfinity again to explain that my rate should have been reduced and that I was still owed the difference for both September and October.

The agent told me there was no record of my September 24 call, despite the fact that I have the call documented in my phone records, as well as a follow-up text from Xfinity asking me to rate the quality of that very call.

After further discussion about rates, the agent again guaranteed me the $45 monthly rate for five years and issued credits for the differences on my September and October bills. I was able to verify that the credits appeared in my account and that my monthly rate had been changed to $45. However, I was still unable to obtain written confirmation documenting the exact rate and the full 60-month promotional period.

I even took screenshots of the contract I was asked to sign. Despite this, Xfinity could not provide me with a written receipt explicitly confirming the terms I had been promised.

Given that my previous promotional agreement was apparently not honored or documented in a way that Xfinity could verify, I was understandably unwilling to end the call without written confirmation. I spent approximately an hour and a half on the phone, repeatedly explaining this straightforward request. Eventually, the agent promised that the receipt would be sent, only to hang up on me. I received no callback and no apology.

I immediately called Xfinity again and had to explain the entire situation to another agent. I was told that an immediate receipt was not possible and that I would have to wait another 24 hours for an email.

This is not an acceptable resolution.

I should not have to spend hours on the phone, repeat the same negotiation with multiple agents, or fight to obtain written documentation of a promotional agreement that Xfinity representatives have explicitly guaranteed to me twice. Most concerningly, I have already experienced what happens when Xfinity fails to provide the promised documentation: I was told that my previous call and agreement did not exist, despite having evidence that the call took place.

How am I expected to trust that this rate will be honored for five years if I cannot obtain written confirmation of the agreement? Why should I have to wait another 24 hours for documentation of the specific terms that an agent has already confirmed? And why was no one able to accommodate this simple and reasonable request after approximately two hours of combined calls, including discussions with multiple agents and a manager?

This experience reflects extremely poor customer service and business practices. A company should be able to stand behind its commitments, provide customers with clear documentation, and take accountability when something goes wrong. Instead, I have been left to question whether the agreement I was promised will actually be honored.

I am requesting the following:

1. Immediate written confirmation of my promotional rate of $45 per month for 60 months, explicitly stating both the monthly rate and the full five-year term.
2. Written confirmation that the credits for the September and October billing differences have been applied to my account.
3. An immediate callback from a manager who has the authority to resolve this issue, rather than another representative who will require me to repeat the entire process.

I have been an Xfinity customer for seven years and would genuinely prefer to continue my service. However, I will cancel my subscription if Xfinity cannot provide a detailed written confirmation of the agreed-upon rate and promotional term. There are other internet providers offering comparable rates, and I am no longer willing to spend hours pursuing a commitment that should have been documented correctly the first time.

I expect this matter to be taken seriously and resolved promptly. Please contact me at (310) 561-6081 and provide the requested documentation.

I look forward to a response from management.

Sincerely,

[Edited: "Personal Information”]