RGENT FORMAL COMPLAINT

Dear Xfinity Customer Relations / Executive Customer Support,

I am writing to formally dispute the changes made to my Xfinity account and to request an urgent resolution. I am extremely dissatisfied with how this situation has been handled, the significant increase in my monthly bill, and the responses I have received from customer service.

I want to make one important point absolutely clear: I never authorized Xfinity to replace my grandfathered Double Play plan with a different service package. I texted an Xfinity agent regarding adding the More Sports & Entertainment package. That communication was specifically about adding that package. I did not authorize Xfinity to replace my existing plan, change my internet service, restructure my television package, or remove my grandfathered plan.

After texting the agent, I received an email informing me that my plan had been changed. It was only then that I realized I had ended up with a different package and had lost my grandfathered service. No one contacted me beforehand to explain that my entire plan would be changed, discuss the consequences, or ask whether I agreed to those changes.

Had I been told that contacting the agent about the More Sports & Entertainment package would result in replacing my grandfathered plan and changing my services and pricing, I would not have authorized it. I was never given that choice.

1. I want my original grandfathered Double Play plan restored

My August 2025 bill showed regular monthly charges of $217.89 for my existing Double Play package. My September 2025 bill was approximately the same, at $217.85.

My August bill included television with 185+ channels, internet with speeds up to 600 Mbps, DVR service, and modem rental. Following my communication with the agent, my September 2025 statement showed that my Select Double Play service, modem rental, and DVR service had been removed and replaced with 2 Gig internet, Ultimate TV, and the More Sports & Entertainment package.

I did not knowingly agree to this complete change of service.

I am requesting that Xfinity investigate this transaction, review my text conversation with the agent, examine the email notifying me of the change, and review any account notes or records relating to authorization.

My preferred resolution is to restore my original grandfathered Double Play plan and its previous pricing. If Xfinity claims this is no longer possible, I expect a clear written explanation of why the plan was removed and what options exist to restore my previous service.

I should not lose a grandfathered package because I contacted an agent about adding a specific sports and entertainment package.

2. My bill has increased substantially, and I cannot afford the proposed solution

My bills show the following regular monthly charges:

My latest bill has reached approximately $301. The September 2026 statement lists a $140 monthly charge for 2 Gig internet, compared with $80 on my September 2025 statement.

When I called Xfinity to explain my concerns and seek a resolution, I was told that the best the representative could do was reduce my bill to $270 per month.

I am extremely dissatisfied with that response. I cannot afford $270 per month, and I do not consider that an acceptable resolution when my original bill was approximately $218.

I am not asking Xfinity simply to give me another expensive package at a slightly lower rate. I am asking the company to investigate why my original plan was changed without my authorization and to help restore the service and pricing I had before the change.

3. My internet promotional pricing needs to be reviewed

My September 2025 bill specifically stated that my $80 monthly price for 2 Gig internet included a $60 promotional discount ending September 29, 2026. My September 2026 bill shows the internet charge at $140.

I understand that the earlier statement identified a promotional expiration date. However, I am asking Xfinity to review the circumstances of the original plan change, explain what information I was given about the future cost, and identify available options for reducing my internet charges.

Please also explain whether I can return to my previous internet service and pricing rather than continuing to pay for a more expensive package that I did not knowingly authorize.

4. I have concerns about missing paperless billing and automatic payment discounts

I believe I have not received the paperless billing and automatic payment discount for approximately three to four years.

I am requesting a review of my account history to determine whether I was eligible for these discounts, why they may not have been applied, and whether I am entitled to retroactive credits or refunds.

My statements show a $20 “2 Product Discount,” but they do not clearly identify whether the paperless billing and automatic payment discounts I expected were applied correctly. Please provide a breakdown of the discounts that were actually credited to my account and an explanation of any missing discounts.

5. My DVR and RedZone concerns remain unresolved

My original August 2025 bill included a separate $10 DVR service charge. My subsequent bill shows that the previous DVR service was removed and that Ultimate TV included 20 hours of DVR service.

I did not receive the upgraded DVR service I expected. I also originally wanted RedZone, but it was not added as expected.

Please investigate these issues, confirm what equipment and services I was supposed to receive, and correct any charges or service discrepancies as appropriate.

6. Actions I am requesting from Xfinity

To resolve this matter, I am requesting that Xfinity:

1. Review my text conversation with the agent and confirm that my communication about adding More Sports & Entertainment was not authorization to replace my entire grandfathered plan.

2. Restore my original grandfathered Double Play plan and its previous pricing, if possible.

3. If restoration is claimed to be impossible, provide a written explanation and offer the closest comparable service at a genuinely affordable monthly price.

4. Review my internet charges and promotional pricing and identify options to lower my bill.

5. Audit my paperless billing and automatic payment discounts for the past three to four years and apply any credits or refunds for which I qualify.

6. Resolve the DVR upgrade and RedZone issues and correct any applicable charges.

7. Review the increase in my monthly bill and provide a complete explanation of all changes and charges.

8. Escalate this complaint to a supervisor or the appropriate Customer Relations or Executive Support team with the authority to resolve the matter.

7. This matter is urgent — I am considering cancelling my service

I have already contacted Xfinity to attempt to resolve this situation. Being told that nothing can be done, followed by an offer to reduce my bill only to $270 per month, has left me extremely frustrated and disappointed.

I have been a customer because I expected fair treatment, transparent pricing, and reliable service. Instead, I have lost my grandfathered plan, received a much higher bill, and been unable to obtain a satisfactory explanation or resolution.

This is now a pressing matter. I need Xfinity to investigate and provide a meaningful resolution as soon as possible, before I make the decision to cancel my service completely.

I would prefer to resolve this directly with Xfinity, but I cannot continue paying an amount I cannot afford for a plan I did not knowingly authorize. I am asking for an urgent review of my account and a practical solution that restores my original service or provides a genuinely comparable alternative at a reasonable price.

Please acknowledge this complaint, provide a case or reference number, and confirm that it has been escalated to someone who can review the account history and make the necessary corrections. I would also appreciate a written response explaining the available options for restoring my original grandfathered plan and the monthly price I would pay going forward.

Thank you for your prompt attention. I look forward to a fair resolution without further unnecessary delays.

Sincerely,
An extremely dissatisfied Xfinity customer