Longtime customer requesting review of billing and customer service experience

I’m hoping someone from Xfinity can please review my account and a customer service interaction I had today.

I contacted support because my current balance is $812.11 and I was trying to see what could be done to help lower it. During the conversation, I learned that I could switch to a plan for approximately $103.58/month that includes unlimited data. My current regular bill is approximately $144/month, and I have also been charged data overage fees repeatedly over the years.

That is where my frustration started. If my account has consistently been exceeding the data limit, I’m extremely frustrated that I continued accumulating overage charges rather than being offered an unlimited-data option that could have prevented them. I asked support to tell me how much I have paid in overage fees over the account history they can access and whether any meaningful portion could be credited toward my current balance as a courtesy.

The first representative offered a $20 credit, but I asked for the issue to be escalated because I felt the history of the account deserved a more thorough review. I was eventually transferred to a supervisor named Olivia.

Unfortunately, the conversation with Olivia was extremely frustrating. I repeatedly explained that I understood the overage charges were considered valid. I was not asking her to keep explaining why I was charged. I was asking for someone to actually review the history of the overage charges and consider a meaningful courtesy adjustment given the circumstances. Instead, I repeatedly received essentially the same response that the charges were valid and could not be removed.

I explained that I wanted to remain an Xfinity customer and was willing to move to the new unlimited plan, but that I wanted this concern meaningfully reviewed first. The interaction became so frustrating that I eventually asked how to cancel my service, and the response was simply asking whether they should proceed with cancellation.

I have been a customer for years, and I genuinely did not go into this conversation intending to cancel my service. I was looking for help. By the end of the interaction, I felt completely dismissed and was seriously considering switching providers.

I have screenshots of the entire conversation and can provide them privately to an Xfinity representative if needed. I am asking for someone with the appropriate authority to review both my billing history—particularly the data overage charges—and today’s customer service interaction, and let me know whether a meaningful adjustment can be made to my current balance.