Formal Customer Complaint — Six Years of Loyalty and Unacceptable Support Experience

Thank you for following up. I’m happy to provide additional detail.

I have been an Xfinity customer since 2020 and have remained with Xfinity through multiple moves, transferring my service each time rather than switching providers.

Billing issue

My service was originally approximately $50/month for years. My monthly rate was later increased to approximately $80/month out of the blue about 4 months ago. No proper notification or options given prior to my bill being adjusted at due date.

When I first contacted Xfinity regarding the increase, I was told that the approximately $50 plan was not currently available, but that I should call back once my bill became active again because the plan would be available to me the following month.

I followed those instructions.

When I called back the following month, I was again told essentially the same thing — that I should call back after the next billing cycle because the lower-priced plan would then be available.

I have now been going through this process for approximately four months. 

The issue is that I have repeatedly followed the instructions provided by Xfinity representatives, yet the promised lower pricing has never materialized. My actual bill has continued to be approximately $80/month.

this is lack of transparency, they are stringing me along simply so I stay with xfinity. Lying to the customer should not be acceptable.

I understand that promotional pricing and plan availability can change. My concern is that I have been repeatedly instructed by representatives to call back at a specific time because the lower rate would become available, and I have relied on that information each time.

At this point, I would like someone to review my account history and previous interactions to determine exactly what I was told and whether there is an available plan or adjustment that can resolve this.

Most Recent Interaction

My most recent call occurred today approximately an hour ago.

During the call, I explained that I was calling back as instructed regarding the pricing issue.

The representative told me that he was transferring me to a supervisor. However, there was no transfer music, no ringing, and no indication that the call was actually transferred.

The person who subsequently came on the line identified himself as a supervisor. His voice also sounded extremely similar to the representative I had just been speaking with. I cannot determine from my side whether the call was actually transferred, so I am not making an accusation as to what occurred. I am specifically asking that this be reviewed through the call records and/or recording.

I do have a recording of the entire interaction and can provide it if there is an appropriate way to submit it.

The individual identifying himself as the supervisor was extremely dismissive and had a combative tone throughout the conversation. Rather than attempting to understand the situation or help resolve it, he ultimately stated:

“This call is going nowhere, so you can take this to corporate if you like.”

That statement was particularly frustrating because I was calling specifically because I had followed the instructions Xfinity gave me during the previous billing cycle.

I was not calling to argue or demand something unreasonable. I was calling because your representatives told me to call back, and I did exactly that.

The way the conversation was handled ultimately caused me to end the call because I did not feel I was being treated respectfully or that the representative was making any genuine effort to resolve the issue.

What I Am Requesting

At this point, I would really appreciate having this reviewed by someone who can look at the history of my account and the previous interactions rather than simply directing me to contact standard customer service again.

I would like to know:

1. What pricing or plan options are actually available to me as an existing customer.
2. Why I was repeatedly told to call back the following month for the approximately $50 rate if that rate was not actually going to become available.
3. Whether my account can be reviewed for an appropriate pricing adjustment given the information I was repeatedly provided.
4. Whether the most recent call can be reviewed, including the transfer to the individual who identified himself as a supervisor and the conduct during that conversation.
5. Where I can securely submit the recording of the call for review.

I have remained an Xfinity customer for approximately six years and have transferred my service through multiple moves because I chose to remain loyal to the company. I would genuinely prefer to resolve this rather than switch providers. Yet I am at my braking point. I am actively shopping around for an other carrier that can simply give better service not just a product. I would think to be compensated for this is the least Xfinity can do based on the actions of their employees for the last 4 months. I could have saved myself the strain and stress for the past months and simply switched carries at that time.

I am currently seeing competing providers offering rates that are at or below the price I have been trying to obtain from Xfinity for four months. At this point, the issue is becoming less about the dollar amount and more about whether a long-term customer is being valued and treated fairly.

I appreciate your help in getting this reviewed and would prefer that it be escalated to the appropriate team rather than restarting the same customer-service process again.

Thank you.

I have done this, can you reassure me this is being escalated I'm exhausted of going through your traditional first responder customer support channels. 

@XfinityAirelle​

@user_jbz7l4

We’ve received your message and will continue working with you there, so we can review the account-specific details securely. We’ll make sure we go through everything with you and determine the best next step.