Request for Executive Relations Assistance – Long-Standing Unresolved Service Credit

Hello, I am requesting assistance from Xfinity Executive Customer Relations regarding an issue that has remained unresolved for several months.

I originally worked directly with an Xfinity representative, Frank, who spent considerable time assisting me with serious internet performance issues at my home. He actually came to my home, and while he was there we performed a speed test together. The performance was extremely poor. Ultimately, because reliable service was not reaching areas of my home, I incurred a significant out-of-pocket expense purchasing two Eero units so that my son and I could have usable internet in our respective rooms.

Frank and I subsequently discussed a potential credit/reimbursement and resolution. I have extensive text-message documentation showing that this was being pursued. For example, on February 14, Frank specifically told me that he would be meeting with his manager in person and would request the credit. When I followed up on February 23, he explained that he had not yet been able to speak with his manager because the manager was out of state for training. Later that same day, Frank again confirmed in writing, “I’m still working on that credit for you okay.”

I continued to follow up over the following months because I trusted that the matter was being handled. I deliberately did not escalate the situation because Frank had been extremely helpful and thorough with me, and I wanted to give him the opportunity to complete what he had been working on with his management. Unfortunately, I have now been unable to reach him, and I do not know whether he is still employed with Xfinity.

I want to emphasize that my experience with Frank had actually been very positive. I appreciated the time he spent helping me, recommended him to others, passed along his information, and even sent him neighborhood leads when I saw people looking for Xfinity service. That positive relationship is one of the reasons I allowed so much time for this to be resolved rather than immediately escalating it.

At this point, however, too much time has passed. I would like an Executive Customer Relations representative to contact me and review the documented history of this matter, including the service issues, the out-of-pocket expense for the two Eero units, and the credit/reimbursement Frank repeatedly indicated he was pursuing with management.

I have retained the relevant text-message correspondence and can provide screenshots, receipts, additional dates, and further details privately to the Xfinity representative assigned to my case. I would also appreciate assistance determining which manager or department Frank had been working with so that this matter can finally be brought to a fair resolution.

Thank you. I look forward to speaking directly with someone who can review the complete documentation and help resolve this.