Please Help

I am writing to request your assistance in resolving an issue with a pricing commitment that was made to me by an Xfinity representative on July 14, 2026.

At the time, I was paying $105 per month for 600 Mbps internet service. During my call with Xfinity on July 14, the representative told me that I qualified for an offer of 1 Gbps internet service for $50 per month. I accepted that offer and agreed to move forward with the new plan.

The representative explained that he was unable to make the change to my account at that time, but specifically told me that he would call me back on August 1 to complete the change. I relied on that commitment and expected my service to be changed to the 1 Gbps plan for $50 per month.

The representative never called me back. I recently received my new bill and discovered that I was still being charged $105 per month. I then contacted Xfinity customer service to determine what had happened.

During that call, the representative reviewed my account and confirmed that the previous Xfinity representative had documented the July 14 conversation in my account, including the commitment for 1 Gbps service at $50 per month. However, I was told that Xfinity could no longer honor the promotion because the offer is no longer available in the system.

I find this particularly frustrating because the offer was made to me, I accepted it, and Xfinity has documentation in my account confirming what was promised. The fact that the original representative failed to follow up as promised should not invalidate an offer that I had already accepted.

Furthermore, today, August 13, I made another change to my service. I reduced my internet plan from 600 Mbps to 500 Mbps for $56 per month. I did this specifically as a temporary measure to get my monthly rate as close as possible to the $50 per month I was promised on July 14 while I work to get this situation resolved. I would not have made this change if Xfinity had honored the original commitment.

I am therefore asking Xfinity to honor the original offer and provide me with 1 Gbps service at $50 per month, as promised on July 14. I would also appreciate a credit for any amount I was charged above the promised $50 rate from the date the original change should have taken effect.

I understand that promotions expire and that pricing can change. However, this is not simply a situation where I am asking Xfinity to extend an expired promotion. I accepted a specific offer from an Xfinity representative while it was available, and that offer was documented in my account. I believe Xfinity should honor the commitment made by its representative, regardless of whether the promotion is still available in the system today.

I have been an Xfinity customer and would prefer to resolve this directly with the company. I am simply asking Xfinity to stand behind the commitment its representative made to me.

Thank you for taking the time to review this matter. I would appreciate a response from someone with the authority to resolve this issue rather than being referred back to standard customer service.