Customer Service/Billing Issues

To Whom It May Concern,

I am writing to express my extreme frustration and disappointment with the customer service I received today, as well as the ongoing billing issues I’ve been experiencing with Xfinity.

On June 20, I made several changes to my existing plan, including upgrading my internet to unlimited data and removing the following premium channels: Max, Hitz, MGM+, and Paramount+Showtime. I also visited the Xfinity store in person to return my old modem and pick up a new one.

Despite these changes, as of today:

• My plan still has not been updated.

• I continue to be billed incorrectly, including charges for channels I removed.

• My internet service continues to be slow and unreliable.

When I called customer service today to resolve these issues, the representative repeatedly insisted that the promotion I "signed up for" was no longer valid. I explained that I did not sign up for a promotion—I simply made changes to my current plan. Unfortunately, the representative was dismissive and unhelpful. I requested to speak with a supervisor, and after a lengthy hold, she claimed one would be joining the call. However, no supervisor ever came on the line, and after waiting an additional 30 minutes, the call was abruptly disconnected by someone on your end.

This is not the level of service I expect after being a loyal Xfinity customer since 2016. My account has always been on autopay, and I have never missed or been late on a payment in over 9 years. To be treated with such disregard, especially after multiple attempts to resolve the issue, is both unacceptable and disheartening.

I am requesting an immediate review of my account, proper application of the changes I made on June 20, and a correction of all billing discrepancies. I also expect a formal response and explanation regarding the handling of my customer service call today.

If this issue is not resolved promptly and professionally, I will be forced to consider alternative providers and file a formal complaint with the relevant regulatory agencies.