Formal Complaint: Documented 72-Hour Retention Offer Invalidated Within 10 Minutes After Refusing Immediate Approval

I am requesting a formal escalation regarding what appears to be the rescinding or deliberate invalidation of a documented Xfinity retention offer after I declined to approve it immediately over the phone.

I have been an Xfinity customer for approximately four years. My bill recently increased to nearly double what I had been paying, without what I consider adequate or clear advance notice. Because of that increase, I began considering a competing offer from T-Mobile, which I specifically disclosed to the Xfinity retention representative.

During the retention call, I was presented with an offer and repeatedly encouraged to approve it while still speaking with the agent. I explained that I wanted to review the written terms before agreeing. During that exchange, the agent made comments indicating that the offer might not remain available if I chose not to approve it immediately.

I have documentation of the offer itself, including the stated 72-hour acceptance window. Despite that documented window, when I attempted to accept the offer approximately 10 minutes later, the link was already invalid.

Given the timing, the documented 72-hour window, and what was communicated to me immediately before the offer became unusable, I am asking Xfinity to investigate exactly why and how the offer was invalidated so quickly, and whether any action was taken on the account or offer after I declined to approve it during the call.

I subsequently contacted Xfinity again through chat in an attempt to resolve and escalate the issue and encountered a second representative whose conduct was also rude and dismissive.

I am requesting a formal review of both representatives, including any available call recordings, chat records, account notes, offer history, and system activity relating to the retention offer. After four years as a customer, an unexplained near-doubling of my bill followed by this experience with two representatives is extremely disappointing.

I expect Xfinity to honor the documented retention offer or provide an equivalent or better resolution, and I am requesting that this matter be escalated to the appropriate supervisory or executive customer relations team.