BP – LSAMES266

To Xfinity Corporate Support and Management,

I am writing to formally document and escalate a deeply frustrating customer service experience that occurred on October 29, 2026. I have been a loyal Xfinity customer for 13 years, but the way agent BP – LSAMES266 handled my case has severely damaged my trust.

What Happened:

1. Payment Arrangement: I originally called on October 29 to adjust a payment arrangement due to an upcoming expense, intending to split my balance by paying $192 that day and setting the remaining ~$125 balance for November 10 or 15. The agent agreed, processed my $192 payment, and confirmed the extension.

2. Unauthorized Upsell & Deception: The agent then transitioned into a sales pitch, claiming he could make my service cheaper and offering a "better modem" and "better channel package." Without properly confirming the package details or disclosing that I would lose my core channels, he altered my plan.

3. Loss of Key Programming & Higher Bill: When the new equipment arrived and I checked my TV, I discovered that essential channels I actually watch—including ESPN and the NFL Network—had been completely removed. Furthermore, my overall monthly cable bill ended up higher than it was before this call, contrary to what was promised.

4. Lack of Follow-Through: When I called back on October 30, I was initially told nothing could be done about the payment date, and a requested supervisor callback never happened within the promised 24 hours. While a later retention agent kindly issued a $60 credit so I could clear the remaining balance, the underlying issue with agent BP – LSAMES266 remains unresolved.

My Request: I request that a knowledgeable manager or corporate escalation specialist pull and review the recorded call from October 29 involving agent BP – LSAMES266. It is unacceptable to take advantage of a customer calling for a billing extension by pushing an unverified sales change that strips away their channels and increases their bill.

I want my television package corrected to restore the channels I actually watch (or my previous plan reinstated) at a fair rate that reflects my 13-year tenure, and I expect a direct response to this forum message.

Thank you,

[Edited: "Personal Information"]