Subject: Formal Complaint: Misrepresentation of International Mobile Service & Request for Executive Review

Dear Xfinity Executive Support,

I’m writing to formally escalate an issue of misrepresentation and unacceptable follow-up regarding international mobile service for my daughter, who departed for Europe on June 9, 2025.

On May 29, 2025 at 12:23 AM, your agent Sagar explicitly promised — in a documented live chat — that a ticket had been raised and no international roaming charges would apply during my daughter’s six-week trip.

Last night, I followed up to confirm that the ticket was active before she boarded. The experience that followed was beyond disappointing:

• I was told there was no chat — until I began reading it aloud.

• Then I was told no ticket existed.

• I spoke with an agent named Jake, and later requested a manager, whose name I could not clearly understand.

• The manager said there was nothing that could be done, despite acknowledging the conversation and the promise.

• I declined a $50 courtesy offer, stating clearly that this is not about compensation, but about honoring the service that was promised.

• I submitted a formal NPS survey reflecting the severity of this situation.

• A follow-up call came from a noisy offshore call center, repeating that “nothing could be done.” I was out with a friend and stated it was not a good time. The call added to my frustration.

Here is the reality:

This was a clear and documented promise made by your agent, verified verbally, and acted upon in good faith. I am asking that you:

1. Pull the transcript from May 29, 2025 (12:23 AM) with agent Sagar.

2. Acknowledge the service promise made and confirm in writing that no international roaming charges will be assessed.

3. Immediately escalate this to the appropriate legal or compliance department if you are not empowered to resolve this. 

<account provided upon request> 

I am an experienced professional who works closely with executive teams and legal departments in my own field. I do not accept being misled, minimized, or “bought off.” This is about principle, integrity, and consumer rights.

I expect a written response confirming resolution before any charges are assessed. Please handle this with the seriousness and urgency it deserves.

Sincerely,
[Edited: Personal Information]