I am looking at closing my 3 comcast accounts.

I have read some of the posts in the forum and they end with you guys saying "Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I am very sorry to hear about the experience with us, it certainly is not what we want for anyone. We would be happy to help with anything in the future if you do wish to return, and will document the feedback as we are always looking for ways to improve our customer experience."

Here is an opportunity to actually do that — before I move all three of my accounts elsewhere.

My situation is straightforward, and your teams should be able to see every detail in the notes, chats, escalations, and store visits associated with this confirmation number.

The short version: I had a promotion expiring in February 2026. I renewed the contract before it expired for the same price and speed, for one year. Your system failed to process the update, and the following month I was billed at the expired rate.

I contacted support. They confirmed the offer existed but claimed there was no signed contract — even though the chat transcript clearly states that a signed contract was not required for the renewal to take effect.

The next agent, who had access to the detailed notes, acknowledged the issue and escalated it. I was told I would receive a corrected contract with the original promotion price and speed, along with a 5‑year price lock due to the inconvenience, plus credits for the two months of overbilling.

Multiple attempts were made to send the contract to my Comcast email, my personal email, and even as a direct download. Every attempt resulted in a 404 Bad Gateway error. The agent said they would reach out to IT and resolve the issue.

Instead of a resolution, I received another bill at the incorrect, out‑of‑promotion price.

I called again, became understandably frustrated, and asked for retention. They could see the notes, but the best they could offer was the same speed at $15 more per month for 12 months, with credits for the two months of overbilling — a far worse offer than what had already been promised.

Today, I visited the store. They confirmed they do not have access to the detailed notes or the full range of promotions. They offered either a reduction in Mbps for the same price or a $15 increase for the same speed. They also stated that the store does not have access to the $50 / 1000 Mbps / 5‑year price‑lock promotion that phone support can offer.

So I called again. I was offered that exact promotion and placed on hold while “Keith” verified it could be applied. Forty‑five seconds later, I was suddenly speaking to a different agent about a completely different account, who texted an offer to a phone number that wasn’t mine — $75 for the same 1000 Mbps plan.

I escalated again. Retention repeated the same two offers and insisted the 1000 Mbps plan was for new customers only. I asked to speak to someone with higher access. I was transferred from Jen to Resaf, who also could not offer or even see the promotions I had previously been told were available.

To summarize:

• I renewed before my promotion expired.

• Your system failed to process it.

• I was overbilled for two months.

• I was promised a corrected contract and a 5‑year price lock.

• The contract link repeatedly failed due to your system error.

• IT never followed up.

• I have now spent months being offered worse pricing than what I originally had, with no resolution and no credits.

• I am being treated as if I allowed my promotion to lapse, when the record clearly shows that I did not.

I have supported this company with three accounts. I expected the same level of support in return.

This is your opportunity to correct a documented error and make this right.

The resolution I am requesting is simple and based entirely on what was already promised:

1. The original renewed price and speed

2. The 5‑year price lock that was offered

3. Credits for the three months of overbilling (to date)

4. A corrected, accessible contract

The ball is now in your court.

Sincerely Disappointed