Formal Executive Escaltion-Unresolved bill issue

SUBJECT: FORMAL EXECUTIVE ESCALATION – UNRESOLVED BILLING DISPUTES, UNAUTHORIZED DEVICE CHARGES & REPEATED CUSTOMER SERVICE FAILURES

ATTENTION: OFFICE OF THE PRESIDENT / EXECUTIVE CUSTOMER RELATIONS

I am requesting an immediate executive-level investigation into the unacceptable handling of my Xfinity Mobile account.

I have experienced multiple ongoing billing issues, including promotional credits that were promised but never properly applied and charges for devices that I do not even possess.

Despite making numerous attempts to resolve these issues through multiple departments, I have been met with nothing but repeated transfers, inconsistent information, unfulfilled commitments, and a complete lack of accountability.

Most recently, a case was opened with the assurance that my concerns would be addressed. Once again, no one followed up, no resolution was provided, and I was left to repeatedly contact Xfinity myself for updates.

What is even more disturbing is the dismissive and unprofessional treatment I have received from representatives when attempting to obtain assistance. Instead of taking ownership of the problem, representatives have demonstrated an unwillingness to help, leaving me trapped in an endless cycle of transfers and unanswered questions.

This is not a minor inconvenience. This is a serious failure in billing accuracy, customer service, communication, and accountability.

I should not have to spend countless hours fighting to correct charges that should never have appeared on my account in the first place.

At this point, I have completely lost confidence in Xfinity’s standard customer service channels. I am no longer willing to accept another generic apology, another transfer, another case number, or another promise that someone will contact me without any actual follow-through.

I am formally requesting the following:

Immediate escalation of this complaint to the Office of the President or Executive Customer Relations.

A comprehensive audit of my account, including all promotional offers, device financing charges, and billing discrepancies.

Removal and reimbursement of all incorrect charges, including charges associated with devices I do not possess.

Application of all promotional credits originally promised to me.

A direct telephone call from an executive-level representative with the authority to investigate and resolve this matter.

A written explanation of the billing errors, corrective actions, and final resolution.

I expect a direct return call within two business days acknowledging this complaint and identifying the individual responsible for resolving it.

If this matter continues to go unresolved, I am prepared to escalate my concerns through the Federal Communications Commission (FCC) and other appropriate consumer protection channels.

I have made more than enough good-faith attempts to resolve these issues directly with Xfinity. The burden should not continue to fall on me to correct the company’s billing mistakes.

This complaint requires ownership, accountability, and an actual resolution—not another case number that goes unanswered.

I am requesting that this complaint be forwarded directly to Xfinity’s executive leadership team for immediate review.

I expect someone with the authority to fix this problem to contact me directly.