Subject: Billing Issue Since February – Expecting Immediate Resolution

Since February 2025, my monthly bill has been inflated by $50 after a promotional credit was removed. For the past eight months, I’ve been trying to get this corrected, but I keep running into roadblocks—“chat not available,” call-back options that don’t work, or agents who never resolve the issue. In the meantime, I’ve been forced to overpay $190 every month.

On September 9, 2025, I finally spoke with an Xfinity agent who confirmed—after checking with a supervisor—that I could keep my same services at a promotional rate of $136/month for 12 months. Unfortunately, before it was finalized, I was disconnected.

When I reached back out the next day, the representative I dealt with refused to honor the adjustment, despite the fact that I had documented proof of the agreement.

For transparency: I had originally posted screenshots of the conversation, but I’ve since learned that doing so made my post private and hidden from the community. I still have the full conversation archived and will provide it directly to an Xfinity representative if needed.

This handling has been unprofessional and unacceptable. I am a senior on a limited income, and I cannot continue to absorb these unjustified charges. I am expecting the promotional rate to be honored and applied to my account immediately, along with corrections to my past overbilling.

If this is not resolved, I will have no choice but to cancel all services and file a formal complaint with the Better Business Bureau.

I expect a prompt and public resolution.