Formal complaint

[Edited: "Personal Information"]

Phone: [Edited: "Personal Information"]

Email: [Edited: "Personal Information"]

October 16, 2025

Customer Relations Department

Comcast Xfinity Corporate Offices

Dear Xfinity Customer Relations Team,

I am writing to file a formal complaint regarding repeated misinformation, unfulfilled promises,

and inconsistent billing on my Xfinity Internet and Mobile accounts. Over the past several

weeks, I have spent many hours in online chats and several more hours on phone calls trying

to correct these issues. I have been a loyal Xfinity customer for more than sixteen years and

have not previously experienced this level of disorganization or conflicting information.

On September 11, 2025, I accepted an exclusive promotional deal that was represented as a

way to simplify and reduce my overall monthly cost. Your representative, Dhruv, explained

that my plan would include Xfinity Internet (1000 Mbps) and my mobile services for

approximately $93 to $97 per month after taxes and fees. He also stated that my October

Internet bill would be $0. As part of that offer, I was told I would receive an iPad with 256 GB

of storage; instead, a 128 GB model was shipped to me.

Between September 12 and September 30, several agents—including Akash, Priyanshu, and

Kavita—confirmed in writing that my October Internet bill would be $0 and that adjustments

were already in place or would post automatically. I was repeatedly advised not to worry about

the October billing cycle because credits would be applied.

Despite those confirmations, my October Internet bill did not reflect the promised $0 balance. I

continued to see charges for Internet, and I also began receiving unexpected device

installment charges for both the iPad and the Apple Watch in addition to the service fees.

In early October, I again reached out for help. During that conversation, Agent Shaan stated

that my case had been escalated to the Tier 2 team to correct the ongoing problems. I was

told the Tier 2 team was working to adjust my account so I would pay only for the service lines

on the iPad and Apple Watch—not the device installments—and that the correction would be

reflected shortly. I was also told a Tier 3 manager would follow up with me. That callback

never occurred, and the promised adjustments did not appear on my bill.Although small credits were applied, they did not address the core issue: the failure to honor

the written assurances that my October Internet bill would be $0 and that, after the October

escalation, I would be charged only for Watch and iPad service—and not device installments.

At this point, I am asking Xfinity to honor the terms that were represented to me and follow

through on what the Tier 2 team said they were handling in October. Specifically, my October

Internet bill should reflect the promised $0 balance. My billing for the iPad and Apple Watch

should be adjusted so that I am paying only for the service lines, consistent with what Agent

Shaan documented after the escalation to Tier 2. I also request a fair remedy for receiving a

128 GB iPad instead of the 256 GB model that was promised.

Please provide written confirmation of these corrections and an explanation of how my future

statements will reflect the changes. I would also appreciate a review of the missed Tier 3

callback and the repeated inconsistent information I received so that other customers do not

face the same issues.

Thank you for your attention to this matter. I look forward to your written confirmation of

corrective action within ten business days.

Sincerely,

Brad [Edited: "Personal Information"]

Phone: [Edited: "Personal Information"]

Email: [Edited: "Personal Information"]