Executive Customer Relations

@Xfinity @XfinitySupport I am requesting immediate contact from Executive Customer Relations regarding serious unresolved issues with my account.

Since July, I have experienced repeated misinformation, unauthorized account changes, billing discrepancies, denied requests for supervisors, and unacceptable treatment from customer service representatives.

Most concerning, a representative represented himself to me as a supervisor, obtained my card information, and then transferred me to the person who was actually the supervisor. I was promised follow-up from Executive Customer Relations regarding that incident and never received it.

My internet service was also changed from approximately 300 Mbps to 1,000 Mbps without my authorization. An installment payment that was approximately $27 is now approximately $53. I returned my modem after being told it would reduce my bill by $15, bringing my monthly cost from approximately $75 to $60, yet I am now being billed approximately $113 and showing a past-due balance.

I was told on or around August 9 that these issues had been corrected. They clearly were not.

I have repeatedly attempted to resolve this privately through normal Xfinity channels. Instead, I have encountered conflicting information, difficulty reaching supervisors, rude and dismissive interactions, and no meaningful ownership of the problem.

I am formally requesting that Xfinity Executive Customer Relations review my account, the relevant call recordings and chat transcripts, the handling of my payment information, the unauthorized service change, and the billing history.

I am not asking for a courtesy credit. I am asking Xfinity to honor the terms I actually agreed to and correct changes and charges I did not authorize.

Please have Executive Customer Relations contact me directly. I will provide my account information privately.