Executive Escalation: Misrepresentation of Xfinity Mobile Promotion – Ticket [Edited]

To Executive Customer Relations,

I am formally escalating an unresolved issue involving misrepresentation of a Xfinity Mobile promotion, repeated service failures, and lack of follow-up after supervisor escalation.

Important Contact Instruction:

Please contact me,

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regarding this matter.

Although the account is under

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, it is noted on the account that I have full authorization to discuss all account details. Chris’s work schedule does not allow him time for extended phone calls. I manage the billing and account communications, which is why this situation has been especially frustrating.

Ticket Number:

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Timeline of Events

Prior to January 10, 2026: We visited an Xfinity store due to our cable and internet bill more than doubling. A store representative changed our internet and cable services to a new plan under my husband Chris’s name and provided us with a new modem and cable boxes.

January 10, 2026: I spent nearly two hours attempting to install the new modem and boxes at home, without success.

January 11, 2026: We contacted Xfinity by phone to resolve the installation issues and to address overall costs. Our original intention was to keep our mobile service under my name.

During this call, the first representative advised that we could save additional money by transferring our four existing mobile lines from my account to Chris’s plan and that doing so would include a free mobile line for one year. We made it clear that we wanted to keep all original phone numbers, and we were assured this would not be an issue once my account was canceled.

Based on these assurances, we agreed to proceed. We would never have transferred the mobile lines or spent over two hours on the phone that evening had the free line not been promised.

January 12, 2026: I returned the old modem and cable boxes to the Xfinity store and asked staff to verify that all accounts were properly opened/closed and billing was correct. At that time, I was informed that the promised free mobile line was not being applied.

January 20, 2026: I spent over one hour and twenty minutes on the phone with four representatives, including a supervisor named Sean. While he was researching the issue, I asked him to verify that he had my correct cell number in case we were disconnected, and he confirmed it before placing me on hold. I was then transferred to another representative with no authority to resolve the matter. I have not received a callback from Supervisor Sean.

Issue Summary

We relied on representations made by Xfinity employees when agreeing to transfer our mobile lines to Chris’s plan. The free mobile line for one year was the determining factor in our decision. Had this not been promised, we would not have agreed to move the mobile service or invest this amount of time.

This is a clear case of reliance on incorrect information provided by Xfinity representatives, followed by a failure to resolve the issue after supervisor escalation.

Requested Resolution

Immediate application of the promised free mobile line for one year, as represented by Xfinity staff, or

An equivalent resolution that fully reflects the value of the promised promotion.

Given the extensive time spent, the documented misrepresentation, and the lack of supervisor follow-up, I am requesting prompt review and resolution by Executive Customer Relations.

Please contact me directly —

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— so this matter can be resolved efficiently.

Sincerely,

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Authorized Account Contact

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Account

Phone:

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