Seasonal Hold on account

To: Xfinity Executive Customer Service

Subject: Formal Dispute and Request for Exception to Seasonal Service Restriction

Dear Xfinity Executive Customer Service,

I am writing to formally dispute the way my Xfinity Seasonal Service requests have been counted and to request an exception to the current Seasonal Service restriction.

I have been a loyal Xfinity customer since 2006 and have always expected that loyalty to be recognized, particularly when an unexpected family circumstance requires a change in plans.

I originally placed my Xfinity account on Seasonal Service beginning in January 2026. However, shortly thereafter, a family member was diagnosed with cancer, which required my family to change our plans. Because of this unexpected situation, I had to change the date of my Seasonal Service.

Xfinity is now treating that date change as two separate Seasonal Service periods. As a result, I am being told that I cannot place my account on Seasonal Service until March. This would require me to pay approximately $233 per month for three months while I am away, rather than the approximately $20 per month that Seasonal Service would cost.

That means I could potentially be charged approximately $699 for service I will not be using, simply because I had to change the start date of a Seasonal Service request due to a serious family medical situation.

I believe this is an unreasonable application of the policy. Changing the date of a Seasonal Service request should not be treated as using two Seasonal Service periods. I did not intentionally use two separate Seasonal holds for the purpose of circumventing the policy. I changed the date because circumstances beyond my control required me to do so.

While I understand that Xfinity may have guidelines regarding how many times Seasonal Service can be used in a year, there should also be reasonable discretion for circumstances such as this. A rigid application of the rule creates an extremely disproportionate financial burden on a long-standing customer.

I am therefore asking Xfinity Executive Customer Service to review my account and make a one-time goodwill exception to the Seasonal Service restriction.

Requested Resolution

I am requesting that Xfinity allow me to place my account on Seasonal Service from January 2027 through May 2027, without treating the prior 2026 date change as a second Seasonal Service period.

I believe this is a fair and reasonable resolution given:

• My long-standing loyalty as an Xfinity customer.
• The fact that the change in my original Seasonal Service date was caused by an unexpected family cancer diagnosis.
• The fact that I am not attempting to abuse or circumvent the Seasonal Service policy.
• The significant financial impact of requiring me to maintain approximately $233/month of full service while I am away and unable to use it.
• The fact that the requested resolution simply allows me to use Seasonal Service as it was intended.

I hope Xfinity will look at the circumstances of my account rather than applying the policy mechanically. A date change necessitated by an unforeseen family emergency should not effectively penalize a loyal customer with hundreds of dollars in unnecessary charges.

I am respectfully requesting that Executive Customer Service review this matter and authorize the exception so that my account can be placed on Seasonal Service January through May 2027.

I would appreciate a written response explaining the resolution and confirmation that the restriction has been removed for this requested Seasonal Service period.

Thank you for your time and consideration. I hope Xfinity will demonstrate the customer loyalty and flexibility that I have shown Xfinity throughout my years as a customer.

Sincerely,

7

Donna M [Edited: "Personal Information"]