Formal Complaint Regarding Excessive Charges on Account Ending in

@EG​

I am writing to formally escalate a concern regarding my account and recent interaction with your Digital Care Corporate team.

I have been a loyal Xfinity customer since 2013 and am currently a Platinum Rewards member. I am over 70 years old and on a fixed income, yet I have been paying over $100 per month for internet-only service for several years.

During my recent discussion with representatives, I was repeatedly encouraged to downgrade my speed in order to reduce my monthly cost. I clearly stated multiple times that I do not wish to reduce my internet speed. My request was not for reduced service, but for fair pricing consideration as a decade-long customer.

I was informed that:
• There is no company-wide senior discount based on age
• My 12-month promotion will expire and increase to $129 per month
• No further retention credits or loyalty adjustments are available

What concerns me most is not only the pricing structure, but the absence of meaningful flexibility or recognition for long-term customers — particularly seniors on fixed incomes who have maintained consistent payment histories for over a decade.

Loyalty should hold tangible value. Instead, I was left with the impression that once promotional pricing expires, long-term customers are expected to absorb significant increases without consideration unless they downgrade service.

I am respectfully requesting:
• An executive review of my account for retention consideration
• Clarification on how Xfinity defines and values “loyalty” beyond rewards perks
• A solution that allows me to maintain my current speed at a stable and reasonable rate

I would prefer to resolve this matter directly and professionally. However, this experience raises broader concerns about how Xfinity supports senior customers and long-standing accounts.

I look forward to your response and a resolution that reflects the value of long-term customer relationships.