Formal Complaint: Broken Payment Arrangement and Service Termination After 10 Years – Requesting Executive Resolution

Dear Comcast/Xfinity Executive Support Team,

I am writing to formally express my deep frustration and disappointment with how my account has been handled in the past several days, resulting in the abrupt cancellation of all services—despite over a decade of loyalty as a paying customer and thousands of dollars to your company. 

A few days ago, I set up a payment arrangement via chat for $235 to avoid service interruption. This arrangement was confirmed by a representative, and I made preparations to pay the agreed amount by the scheduled date. However, to my surprise, the payment was never processed by Xfinity, and no further communication or follow-up occurred on your end.

Today, I contacted Xfinity intending to fulfill the original $235 agreement. Instead of honoring that, I was told my account was now past the point of arrangement eligibility and that I would need to pay $457 in full to restore services. I escalated my concerns, spoke to three different representatives, and was transferred to a supervisor. I explained the situation clearly and calmly—yet was repeatedly told there were “no options” available to reinstate the arrangement or provide assistance. No one was willing to help me in any way to lower the amount to the 235 I had ready to pay. 

Let me be clear: I did not default on an agreement. I proactively followed up to pay the arranged amount, and I was met with an arbitrary and excessive demand. After more than 10 years as a customer, this experience felt not only dismissive, but punitive and unjust. The lack of accountability and flexibility in resolving your own failure to process the arrangement is simply unacceptable and quite disgusting to treat your customers like this. 

I made the decision to cancel ALL of my services because I refuse to pay nearly double the agreed amount just to restore basic cable and internet. This is not an issue of unwillingness to pay—it’s an issue of how your company handles long-time customers in good faith. I will not give my money to a company unwilling to help me and my my circumstance. 

I am requesting that Comcast:

• Review the message log and records from the day my original $235 arrangement was made

• Acknowledge the breakdown in internal follow-through

• Reopen my account or allow restoration under the original agreed-upon terms stated here.

If no resolution is offered, I will have no choice but to file formal complaints with the FCC, BBB, and other consumer protection platforms today, as well as share my experience publicly so others are aware of how easily loyalty is discarded. I have a heavy social media following and I am a local business owner. 

I sincerely hope Comcast values customer integrity and long-standing relationships enough to make this right.

 

[Edited: "Personal Information"]