Regular Visitor
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6 Messages
Executive/Corporate Customer Relations/Retention Team
I am writing to formally escalate an urgent concern regarding both a significant billing increase and repeated unresolved service issues.
I have been a loyal Xfinity customer for over 14 years and currently subscribe to your full bundle of services — TV, Internet, landline phone, and mobile phone. Over the past two months, following the expiration of promotional pricing, my bill has increased close to $100 per month.
While I understand that promotional rates eventually expire, this increase is not financially sustainable for my household. In addition, I have made extensive efforts to resolve this matter through normal customer service and retention channels. I have spoken with several representatives and engaged in numerous chat sessions. Unfortunately, I have received conflicting information from different agents, promises of higher-management call backs that were never fulfilled, chat representatives disconnecting sessions abruptly, and phone representatives ending calls without resolution. This experience has been both frustrating and disappointing given my long-standing loyalty.
To be transparent, I am actively evaluating alternative providers. Frontier Communications is offering 5GB fiber internet bundled with landline phone, mobile phone, and a comparable TV package at pricing approximately one-third less than my current Xfinity bill. At that difference, remaining at these new rates from Xfinity is difficult to justify.
Before moving forward, I am respectfully requesting a comprehensive loyalty review of my account. My goal is to maintain all current services at a sustainable monthly rate closer to what it was 2-3 months ago. Given my 14-year tenure and full-service subscription, I believe this request is reasonable.
I value the years I have spent with Xfinity and would prefer to continue our relationship. However, without a meaningful pricing adjustment and clear resolution, I will be forced to transition my services elsewhere.
I appreciate your prompt attention to this matter and request contact from a dedicated escalation manager who can provide consistent and accurate follow-through.
Sincerely,
A 14-Year Xfinity Customer and Comcast Shareholder
XfinityBradM
Official Employee
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1.4K Messages
5 months ago
Hello there, @Shareholder1. You're still working with our team in DMs so we'll continue this interaction there.
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maccamomof2
Visitor
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1 Message
5 months ago
Good luck I've been a customer for 36 years and have gotten ZERO support for "loyalty" !!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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EG
Expert
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119K Messages
5 months ago
@Shareholder1 @XfinityBradM
Be advised that sending an unrequested direct message to the support team is a violation of their forum guidelines. It may get ignored.
Please see this post about direct messaging the support team;
https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478
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sam824
Visitor
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1 Message
1 hour ago
First off, I'm a Gold Member, and I've tried every reasonable avenue to resolve this before posting publicly.
My bill has risen to completely unreasonable levels due to repeated misinformation from Xfinity representatives.
It started when I received calls from representatives offering what were presented as "free upgrades." I was upgraded from 300 Mbps to 500 Mbps and later discovered the upgrades were not actually free. The result was a bill increase that became unaffordable and ultimately led to me being placed on a payment arrangement.
More recently, I was contacted about a new Xfinity promotion and was explicitly told I would receive 1 Gbps service for $50 per month for 5 years. I agreed to the offer and completed the sign-up process. Just days later, I discovered my bill had increased to approximately $75 instead of the promised $50.
At the same time, I mentioned to technical support that my Wi-Fi coverage was poor and unreliable throughout my home. I was then offered Xfinity Pro and an extender, with the explanation that it would be free for one year and that there would be no equipment charges. Unsurprisingly, my bill increased again by roughly $15 per month, bringing my monthly cost close to $90-$100.
What is even more frustrating is the amount of time I've spent trying to fix this.
Over the last two months, I have spoken with more than 10 representatives and at least 7 supervisors, often spending up to two hours per call. Despite countless promises and transfers, I have received no meaningful resolution.
Several representatives offered credits of around $60, which I declined because the issue is much larger than that. Based on the incorrect plan changes, unauthorized charges, and repeated misinformation, I believe the proper adjustment should be well over $120-$150.
Most recently, I spoke with Janee, a supervisor associated with Ticket #ECM0023185485. Unfortunately, this interaction was the most disappointing of all. Rather than offering any meaningful solution, account correction, or path forward, I was told that the employees involved would be identified, retrained, and potentially disciplined.
Respectfully, that does nothing to resolve the financial impact this situation has had on me. I don't need assurances that employees will be retrained—I need my account corrected and the charges resulting from these repeated misrepresentations addressed.
At this point, I am requesting that Xfinity conduct a thorough review of:
I have made every effort to resolve this directly with customer service. However, after dozens of hours spent on the phone and no meaningful resolution, I am rapidly losing confidence that Xfinity is willing to correct the problem.
I hope someone with the authority to actually review this case can step in and provide a fair resolution before I am forced to escalate this matter further, including filing a complaint with the Consumer Financial Protection Bureau (CFPB) and other appropriate consumer protection agencies.
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