Urgent Request for Resolution of Billing Issue - Incorrect Promo Application

Dear Xfinity Customer Support,

I am writing to formally raise a complaint regarding a discrepancy in the billing and promotional offers that were promised to me when I signed up for Xfinity services. I request your immediate attention to this matter, as it has caused significant inconvenience and financial concern.

Background Details:

• On November 2nd, 2024, I visited the Xfinity Store at 301 W McKinley Ave Suite 140, Sunnyvale, CA 94086, to establish an Internet connection.
• Two store representatives assisted me and proposed a bundle deal that included both Internet and mobile connections. Based on their assurances:
• • We ported two mobile connections (my husband’s and mine) from T-Mobile to Xfinity.
  • They applied a BOGO promo and a $200 credit, explaining that:
  • • Internet service would cost $20/month (valid for 24 months).
    • For mobile, there would be no charges ($0 + tax of ~$2-$4/month for two connections) for the first 10 months. Afterward, the cost would be $60/month for two lines.
• On November 30th, 2024, I changed my address and visited the same store to request a transfer.
• • The store staff updated the system, provided me with a new modem, and asked me to return the old one.

The Issue:

After the address update, the agreed-upon promotional terms were altered without my consent:

1. Mobile Charges Increased Unexpectedly: My mobile bill suddenly increased to $117, and the previously applied $0 + tax promo for 10 months was removed.
2. BOGO Promo Missing: Customer support now claims only the $200 credit was applied, and the BOGO promo was never added, which directly contradicts the commitment made during sign-up.
3. Store Visit Response: I revisited the same Xfinity Store to explain the situation. The staff now claim it is "not possible to stack two promos," which was never mentioned during my initial visit.

My Request:

I signed up for Xfinity services based on the plan and promotional terms that were clearly communicated and agreed upon. I request that:

1. The original plan be reinstated, as follows:
2. • Internet: $20/month for 24 months.
   • Mobile: $0 + tax (~$2-$4) for 10 months for two lines, followed by $60/month for two lines.
3. A detailed explanation of how this discrepancy occurred and assurances to prevent similar issues in the future.

I have always trusted Xfinity for reliable service, but this experience has been deeply frustrating. I urge you to take immediate action to resolve this issue and restore my trust.

Please acknowledge receipt of this email and provide a timeline for resolution.

Thank you for your attention to this matter.

Sincerely,
Aanchal [Edited: "Personal Information"]
Old account number : [Edited: "Personal Information"]

New Account Number : [Edited: "Personal Information"]