Fraud Reimbursement

I am filing a formal complaint for consumer fraud. Xfinity has explicitly admitted fault in a "bait-and-switch" promotional error but refuses to honor the agreement, dragging me through dozens of hours of customer service runarounds.

The Facts:

• The Promise: On [Date], an Xfinity agent explicitly promised me a promotion for a free phone and free service for one year. I have the saved chat transcripts proving this.

• The Breach: Xfinity is actively charging me for both.

• Admission of Fault: Multiple agents admitted I was given this promotion by mistake (claiming it was "only for new customers"). They acknowledged Xfinity’s error but stated they "can't do anything about it."

• Customer Service Runaround: I have spent hours on the phone and in-store. Agents repeatedly tell me a ticket is open and will be resolved in 2–3 days, only to quietly close the ticket with zero resolution. Supervisors intentionally disconnect calls or leave me on indefinite hold. Xfinity refuses to provide written confirmations or email receipts of these conversations.

Required Resolution:

I will not accept another unverified internal ticket. To resolve this, I require:

1. An immediate credit to remove all erroneous phone/service charges to date.

2. The application of the promised promotion (free phone and service for 12 months).

3. Written email confirmation of this resolution.

If this is not resolved immediately by an executive team member, I will escalate this case to the FCC, the BBB, and my State Attorney General’s Consumer Protection Division.