Subject: Urgent Escalation Request – Ongoing Billing Issue and Unacceptable Treatment

Dear Xfinity Support,

As a loyal customer of over 20 years, I am deeply frustrated by the ongoing billing issue and lack of resolution. For over 20 months, we have been charged excessively, with bills exceeding $100 and recently reaching $141. My parents, who are not fluent in English, rely on Auto Pay—set up per Xfinity’s recommendation for lower rates—and trusted Xfinity to charge us fairly without needing constant oversight.

After contacting Xfinity, a representative assured me that the rate would be corrected to $65, and the issue would be escalated for a refund of the overcharged months. However, I have since received another $141 bill and no updates. The ticket number provided ([Edited: "Personal Information"]) was fake, and no other representatives could find any record of it.

Since then, I have spoken with four customer service reps and two supervisors, yet there have been no callbacks, no resolution, and no accountability. One representative even mocked me for having the time to deal with this issue, placing me on hold repeatedly and refusing to apologize. Her supervisor hung up on me, leaving the issue unresolved. This employee by the name of Emma in the Philippines should not be working in customer service.

In total, I have spent over four hours on the phone, only to be treated with disrespect and condescension, adding unnecessary emotional distress to an already frustrating situation.

This is unacceptable for any customer, let alone one with such long-standing loyalty. I demand that this issue be escalated immediately and that I receive both a refund for the overcharges and a resolution to the recurring billing errors.

Please take this seriously, and address it promptly.

Sincerely,
SP