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