FCC COMPLAINT

I am formally disputing the approximately $400 balance Xfinity is claiming for the device associated with my promotional offer.

Approximately 12 months ago, I entered into an Xfinity Mobile promotion that included this device. The device was taken/traded in as part of that promotion. Since then, I have repeatedly contacted Xfinity because the promotional credits and billing were not handled correctly. I have spent approximately 2–3 hours on the phone with Xfinity nearly every month attempting to correct these issues.

I am now changing wireless carriers. When my new carrier checked the device, I was informed that Xfinity is showing an outstanding balance of approximately $400 and that the device remains locked.

I dispute both the balance and Xfinity’s handling of the promotion.

I was previously advised that the amount I was responsible for was approximately $65, not $400. Xfinity is now telling me that my only options are either to remain with Xfinity for another 12 months to receive credits that should have been properly applied under the original promotion or to pay approximately $400. I do not agree that I should be required to remain with Xfinity or pay an inflated balance resulting from billing and promotional-credit errors.

I am requesting immediate review by Xfinity’s Executive Resolution/Tier 2 team and the following specific remedies:

1. Correct the account to reflect all promotional credits that should have been applied.

2. Recalculate the device balance under the original promotional terms.

3. Remove or reduce the disputed balance to the amount actually owed, which I was previously advised was approximately $65, or provide a detailed contractual and accounting basis for any different amount.

4. Unlock the device promptly once the corrected amount is paid or otherwise resolved.

5. Confirm in writing that the device trade-in and promotional obligations have been properly recorded and that no additional improper charges will be assessed.

6. Reimburse or credit any amounts I paid because of Xfinity’s failure to apply the promotion correctly, if applicable.

Please provide the following records and explanations in writing:

1. The original promotional terms applicable to this device.

2. The date the promotion was entered into and the date it was activated.

3. The complete device-payment history.

4. Every promotional credit that was supposed to be applied.

5. Every promotional credit that was actually applied.

6. The exact reason Xfinity believes the promotion was lost or terminated.

7. The exact calculation showing why Xfinity claims I owe approximately $400 rather than approximately $65.

8. Confirmation of what happened to the device that was taken/traded in.

9. The requirements currently preventing the device from being unlocked.

10. The specific contractual provision that allegedly requires me to remain with Xfinity for another 12 months to receive credits that should have been earned under the original promotion.

I am not agreeing to pay a disputed $400 balance simply because Xfinity’s billing system failed to apply the promotional credits correctly. Please place the disputed balance on hold while this investigation is pending and do not refer it for collection, report it negatively, or take other adverse action while the dispute is being reviewed.

Please acknowledge receipt of this escalation within five business days and provide a complete written resolution, including the requested account records and a corrected balance, within 15 calendar days of receipt. If additional time is genuinely required, please explain the reason in writing and provide a specific completion date.

If Xfinity does not resolve this matter by that deadline, I will file or supplement a complaint with the Federal Communications Commission and pursue other applicable consumer-protection, billing-dispute, and regulatory remedies. I will also provide those agencies with my account records, bills, promotional documents, prior support communications, and documentation of the time I spent attempting to resolve this issue directly with Xfinity.

Please assign this matter to a senior representative with authority to correct the account, resolve the promotional-credit dispute, and authorize the device unlock. I expect a written response addressing each requested remedy and each numbered question above.