Unauthorized change of plan by xfinity

FORMAL DISPUTE: Unauthorized Removal of My 5-Year Price Guarantee

I am requesting formal escalation of my unresolved Xfinity billing and plan dispute.

On August 1, 2025, Xfinity confirmed my order, and my order confirmation explicitly listed a “5-Year Price Guarantee discount” of $45 per month on my Internet 2 Gig plan. 

On September 22, 2025, I contacted Xfinity to resolve an Auto Pay issue. I did not authorize changing my existing five-year price guarantee to a one-year promotion. However apparently the rep changed my plan without my consent. I would not have changed my plan one month after signing up for a 5 year guarantee!

A year later, I discovered the change to more than double what I signed up for ($131.05). I am a student and they also removed that discount. 

I spent more than three hours on the phone trying to resolve the matter on 10/23/26-10/24/26. Customer service instructed me to visit an Xfinity store and present my receipt as customer service apparently can not receive emails to prove what I signed up for (an email from Xfinity). I followed those instructions and went to the store albeit felt this was terrible CX,

The store rep could not correct the issue. However the in store representative did see where the contact center rep changed my plan to a one year price guarantee after less than a month of me signing up for the 5 year during the call to resolve the auto pay issue. 

I did not ask for this change to my plan and was simply resolving the auto pay issue. 

I have retained my August 1, 2025 order confirmation, which explicitly documents the five-year price guarantee. 

I am requesting that Xfinity:

1. Review the recording on 7/31/25 when I signed up for 5 year price guarantee and account-change that I did not authorize on the September 22, 2025 call. 
2. Restore my original five-year price guarantee and associated pricing.
3. Correct any bills affected by the unauthorized change and credit or refund any resulting overcharges (current month charges of 131$). 

I have already spent considerable time attempting to resolve this matter through customer service and have followed the instructions I was given. I am requesting review by a team with the authority to investigate and resolve the dispute.

If this matter cannot be resolved, I am prepared to submit my documentation and complaint to the Federal Communications Commission and other appropriate consumer-protection authorities.