Request for Escalation – Xfinity Failed to Honor Written $40/Month Offer

I am submitting this complaint because Xfinity has failed to honor a written offer that I relied on when signing up for service.

I received an email from Xfinity offering service for $40 per month. I accepted the service based on this offer. I was also told that adding an Xfinity Mobile line would make me eligible for the $40/month price, so I added the mobile line based on that information.

After signing up, my bill has been $80 per month instead of the promised $40/month. I contacted Xfinity customer service and escalated the issue to the Retention department. I was told that the information I received was “misinformation,” but Xfinity refused to honor the written offer or provide a resolution.

I relied on Xfinity’s written offer and made decisions based on that information, including adding an additional mobile line. I would not have agreed to these services if I had known the actual cost would be $80 per month.

I am requesting:

• A review of my original order and sales records.
• Honor of the $40/month offer that was provided to me in writing.
• Credits for any overcharges caused by this issue.
• A written explanation if Xfinity continues to refuse to honor the offer.