Request for Escalation: Promotional Rate Promised in Writing Not Honored

I am writing to escalate a billing dispute that front-line support has not resolved.

I had an Xfinity Internet plan at a student promotional rate of $40.90 per month, scheduled to end in August 2026. In August 2026, I requested an address change for my service. On July 30, an Xfinity chat agent stated in writing that the address change would create a new account and that my promotion would be extended for another 12 months. I relied on this commitment.

My September bill was $125. On September 28, 2026, I contacted Xfinity chat about the charge. The agent Puneet reviewed the account and confirmed in writing that the earlier agent had shared incorrect information with me. Xfinity then offered only a $5 one-time credit or the same plan at $95 per month, which I do not consider a fair resolution.

Xfinity has acknowledged that its own representative made this commitment. I am requesting the following:

1. Honor the $40.90 per month rate for 12 months from the date of the address change, as promised.
2. Credit my account for the difference between the promised rate and the amount charged in September.
3. Provide written confirmation of the corrected rate and credit.

I look forward to your response

Responses

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XfinityMartyR

Official Employee

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3.7K Messages

10 hours ago

user_ibtc8o Thanks for reaching out, and providing details into your concern. It sounds like there may have been some miscommunication during the transfer process. We can transfer current promotions to the same market locations, however we have no way to extend out those promotions for another year. Our promotional offers are determined by the system based on eligibility criteria at the time the account is established and cannot be manually extended or overridden. Unfortunately, we do not have the ability to reinstate expired promotions or create promotional terms that are not currently available through our active offers.

user_ibtc8o

Visitor

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2 Messages

Thank you for the response. However, it does not address the core issue.

This was not a miscommunication. On July 30, an Xfinity chat agent stated in writing that the address change would create a new account and that my promotion would be extended for another 12 months. On September 28, your agent Puneet reviewed the account and confirmed in writing that this information was incorrect. I have screenshots of both conversations. I continued my service with Xfinity solely because of this commitment. If I had been told the truth, I would have explored other providers before the move.

Your reply states that promotions cannot be extended or overridden in the system. If that is true, your representative should never have promised it. I am not asking for a promotion to be reinstated. I am asking Xfinity to take responsibility for its representative's error through an account credit equal to the difference between the promised rate and what I am being charged. Credits can be issued manually, and a $5 credit does not reflect the cost of this error.

Separately, I was charged $125 in September for a plan that costs $70 per month without promotions. I have not received an explanation for this difference.

I am requesting clear answers to the following:

Given that Xfinity has acknowledged in writing that its representative gave me incorrect information, what compensation will Xfinity provide to make up for the promised rate?
What is the itemized breakdown of the $125 September charge, and why does it exceed the standard price of my plan?

I would like this escalated to a team with the authority to issue account credits. If I do not receive a meaningful resolution, I will file complaints with the FCC and the Maryland Attorney General's Consumer Protection Division.

3 hours ago

XfinityMelinda

Official Employee

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395 Messages

Hello @user_ibtc8o, and thank you for your detailed response. We apologize for the frustrations this has caused you. We will be happy to review your promotional and billing concerns to a resolution. When you are ready, please send us a direct message with your full name and complete service address to "Xfinity Support". To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

How to Send Us a Direct Message:
To send us a direct message:
1. Click "Sign In" (If necessary)
2. Click the "Direct Messaging" Icon.
3. Click the "Start New Conversation" (pencil and paper) icon.
4. In the “To:” line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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2 hours ago

Billing

user_ibtc8o

Request for Escalation: Promotional Rate Promised in Writing Not Honored

XfinityMartyR

user_ibtc8o

XfinityMelinda

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