How do I file a complaint?

Thank you @user_87e42o for reaching out via our Xfinity Community forum to address your concerns.  
We can actually assist you with submitting a complaint to address your concerns.  

To get started, we would need you to send us a direct message (I've put some helpful instructions on how to do that at the end of this message for you) that includes your full name, and your service address so we can locate your account. 

Once verified, we will be able to review your concerns and assist you.  

How to Send Us a Direct Message:

1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
3. Click the "New message" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1…

 I am not disputing that this may be the written policy.

My issue is what happened when I originally enrolled Mobile plan in April 2026.

Before I agreed to take Xfinity Internet and Xfinity Mobile, I specifically told the representative that I would only be living at the apartment for approximately six months and that I would cancel my Internet when I moved out.

I specifically asked several times:

“If I cancel the Internet after six months, will I still receive the free Xfinity Mobile line for the remainder of the one-year promotion?”

I was told YES. I specifically explained that if the free mobile line would end when I canceled Internet, I would NOT take the mobile line. I relied on the representative’s answer and proceeded with the service.

I am therefore not asking you to simply ignore the promotion terms. I am asking Xfinity to address the fact that I was given specific information about this exact situation before I enrolled and relied on that information.

Please escalate this to a supervisor, customer relations, or the appropriate promotions resolution team.

Please also review my April 2026 enrollment records, account notes, order details, and any available recording or transcript of my enrollment call.

If Xfinity will not honor what was represented to me, please provide me with a case number and a written explanation of the decision.

I would like this formally documented as a promotion dispute.