Request for Escalation: Xfinity Membership Tier and Closed Support Ticket

Request for Escalation: Xfinity Membership Tier and Closed Support Ticket

Hello,

I'm requesting assistance with a discrepancy in my Xfinity membership tier and a customer service ticket that appears to have been closed without resolution.

I have been an Xfinity customer since approximately 2012 and have maintained service across multiple residential addresses. However, my current membership profile lists my membership start date as May 2, 2020, and assigns me Platinum status.

During a recent support chat, a representative named Anchal advised me that a special request had been submitted to address my membership tier. I was given ticket number CR279410177 and told that the adjustment would take approximately 15 days, with an email confirmation to follow.

When I contacted another representative for an update, I was told that the ticket was closed and could not be confirmed.

Additionally, I was previously told that transferring service to a new address refreshes my tenure. However, Xfinity's published Membership FAQ states that moving does not impact membership tier status when service is reactivated within 90 days.

I would appreciate assistance with the following:

• Verifying the status and disposition of ticket CR279410177.

• Reviewing my historical service dates and any gaps in service.

• Explaining why my membership start date reflects May 2020 despite my earlier service history.

• Reviewing my eligibility for Diamond membership under the current published terms.

I'm happy to verify my account privately through an authorized support representative.

Thank you for your time and assistance.