Request for Executive Review – Unannounced Internet Plan Change and Billing Issue

Dear Executive Customer Relations,

I am requesting your assistance because I have been unable to resolve an issue through Xfinity customer service or a supervisor.

I originally signed up for 120 Mbps internet service for $100 per month. After approximately six months to one year, my monthly rate was reduced to $75, while I continued receiving 120 Mbps service.

When I recently moved and transferred my service, Xfinity changed my plan to 100 Mbps for the same $75 monthly price without informing me that my internet speed was being reduced.

I have since learned that 100 Mbps service is currently offered for approximately $50 per month, meaning I am paying significantly more than the standard price for that plan. When I contacted customer service, I was told that restoring my previous 120 Mbps speed would now cost $100 per month, and no reasonable resolution was offered.

I believe this situation is unfair because:

• My internet speed was reduced without my knowledge or consent.
• My monthly price remained the same despite receiving a lower level of service.
• I am paying substantially more than the advertised price for the plan I was placed on.
• Customer service and a supervisor were unable or unwilling to resolve the issue.

I respectfully request that Xfinity:

• Restore my previous internet speed at the price I was paying before I moved, or
• Adjust my monthly bill to match the current pricing for the service I am actually receiving.
• Review my account for any appropriate billing credits due to this unannounced downgrade.

Customer service was very rude to me!

I have been a customer in good standing and simply want to be charged fairly for the service I receive.

Thank you for your time and consideration.

Sincerely,

[Edited: Personal Information]