REPEAT BILLING FRAUD: $60 Lifetime Bundle Broken Upon Move, Lifeline Blocked for Customer Modem, [Edited]

Attention: Official Digital Care Team & Executive Customer Relations

​I am posting publicly to force formal accountability on an ongoing, repeat pattern of deceptive billing practices and regulatory non-compliance that mirrors issues your executive offices previously resolved under corporate escalation file [Edited: "Personal Information”](Specialist Robert P.).

  

​I am an Address Confidentiality Program (ACP) protected participant. I work three jobs, six days a week as a single parent. I refuse to spend hours navigating unrecorded phone trees while Xfinity systematically strips binding contract terms and federal low-income subsidies.

​1. Breach of Binding Promotional Bundle Terms:

When I enrolled in my broadband and mobile bundle, I was explicitly guaranteed by sales representatives that my bundled rate for two mobile lines and residential internet for $60.00/month and that it would remain active for the life of my account. Following a service relocation to my current address, your automated provisioning system shattered the bundle:

  

​Internet Service Account: [Edited: "Personal Information”]

  

​Mobile Account: Ending in [Edited: "Personal Information”]

  

​Current Unauthorized Charges: Standalone internet inflated to an unauthorized $70.00/month, while mobile is billed separately at $41.85.

​2. Suppression of Federal Lifeline Program on Customer-Owned Equipment:

On October 26, 2026, I secured verified federal Lifeline approval under Application ID: [Edited: "Personal Information”]. Frontline representatives and automated portals have created problems integrating Lifeline discounst and Internet Essentials rate ($14.95) because I provision my own Arris Surfboard modem rather than paying monthly rental fees for proprietary Comcast equipment. This is an exact recurrence of the equipment and line disputes your executive office investigated in September 2025 and resolved in November 2025.

​3. Corporate Paper Trail Scrubbing:

When I attempted to reach executive personnel who previously handled this account, direct executive emails bounced, and the corporate escalation desk (we_can_help@comcast.com) was shut down. Phasing out written executive contact to force low-income consumers into unrecorded phone loops is an unacceptable consumer practice

Required Remediation:

​Assign an immediate Executive Case Management (ECM) ticket to this matter.

​Re-establish contract rate parity to reflect the original $60.00 total monthly structure (or apply the $14.95 Internet Essentials rate under Lifeline Approval [Edited: "Personal Information”alongside mobile line billing).

  

​Issue immediate ledger credits removing the unauthorized $70.00 standalone charge and place an administrative hold on all automated collections.

​I have filed formal regulatory complaints with the Federal Communications Commission (FCC) and the Colorado Attorney General’s Consumer Protection Division. Please direct-message me immediately to initiate formal executive resolution.