Request to Escalate to Executive Customer Relations/Executive Resolutions

I am requesting immediate escalation to Xfinity Executive Customer Relations/Executive Resolutions regarding a serious unresolved billing dispute. I have exhausted ordinary customer-service channels, and multiple representatives have acknowledged the underlying issue but have refused to resolve it.

I have been an Xfinity customer for more than 5 years and 7 months. I was paying approximately $123/month for Internet service and repeatedly contacted Xfinity over the past several months requesting a less expensive plan. When that request was not accommodated, I repeatedly requested cancellation. Despite those requests, Xfinity continued billing me, even though I had not used the Internet service since June 18, 2026.

After numerous attempts, Xfinity finally cancelled the service in August. Immediately afterward, Xfinity assessed a non-returned-equipment charge without first giving me a reasonable opportunity to return the equipment.

On August 24, 2026, I contacted Xfinity again to resolve these issues. During that call, an Xfinity representative offered me a new $40/month Internet plan and specifically promised that, if I accepted the new plan, Xfinity would provide credits that would:

• eliminate my existing past-due balance;
• remove/credit the non-returned-equipment charge;
• eliminate the August 2026 charge;
• eliminate the September 2026 charge; and
• restore my Internet service.

I accepted the new plan in reliance upon that specific agreement. Before ending the call, I noticed the credits had not yet appeared and specifically questioned the representative about this. He assured me that the credits would take a few days to process and that I would ultimately have no past-due balance and no August or September charges.

That promise was not honored.

Today, August 25, I received a notification that my newly restored Internet service had been suspended for non-payment. My account shows that the promised credits were never applied and that I have instead been charged for the new $40 plan.

I contacted Xfinity again today and was repeatedly transferred between departments, disconnected, and required to explain the entire situation over and over. Most importantly, multiple representatives acknowledged that the August 24 representative did make the promise, but told me that he made a mistake and would need coaching. I was also told that company policy supposedly prevents the credit from being applied to a past-due balance.

I understand Xfinity’s internal policies. However, I relied upon a specific representation made by an authorized Xfinity representative and entered into a new service agreement based upon that representation. Xfinity cannot reasonably resolve this by simply telling me that its employee made a mistake.

If Xfinity’s system cannot apply the credit directly to the past-due balance, I may be willing to pay the amount necessary to restore my Internet service under protest and solely to prevent continued suspension. That payment would not constitute acceptance of the disputed charges or a waiver of the credits promised on August 24.

I am requesting that Executive Customer Relations:

1. Immediately restore my $40/month Internet service;
2. Honor the August 24 agreement and apply the promised credits;
3. Remove/credit the $200+ equipment charge and provide a reasonable opportunity to return the equipment;
4. Credit the August and September 2026 charges as specifically promised;
5. Review and correct the charges incurred after my repeated requests to cancel service; and
6. Provide written confirmation of the final account balance and resolution.

I have documentation of my bills, account history, chat transcripts, suspension notice, and my numerous attempts to resolve this matter.

I am asking Xfinity for a reasonable resolution before pursuing the matter through Xfinity’s formal Notice of Dispute process, the FCC, and the Virginia Attorney General’s Consumer Protection Section.

Please escalate this to a representative with authority to resolve the dispute rather than transferring me back to general billing/customer service. I am specifically requesting confirmation that this has been escalated to Executive Customer Relations/Executive Resolutions.