Unhappy customer

June 5, 2026

Subject: Urgent: Escalation Request – Unresolved Customer Service & Plan Issue

Dear Comcast Executive Customer Relations,

I am contacting you to formally escalate an unresolved issue regarding my internet/tv/ phone package and the unsatisfactory customer service I have received.

On May 15th I reached out to your customer support team to discuss my plan that was going off seasonal hold that day. The agent told me there were better plans, but I would have to wait another day to get them since I only went off seasonal hold that day.  I called the next day.  I told the agent that I wanted the same channels I had before going on seasonal hold. She signed me up for a plan that saved me a little money and signed me up for the payment to come out of my checking account, I thought all was fine but I realized I did not have Lifetime or the Golf Channel.  I called back and was told it would cost me $10 more per month for those channels.  I felt I had been deceived.  That was Sunday, so I waited until Monday to call back and talk to someone again.  I spent 1.5 hours on the phone eventually getting to the loyalty department.  I thought I was getting somewhere but not so. All he was interested in was trying to sell me the mobile service which I denied.  He signed me up for another plan and assured me I would get the Golf channel and Lifetime.  I got Lifetime and not the Golf channel.  Yesterday I went into the Xfinity store in Bellevue.   I was told that I had been signed up for the bare bones plan and the old plan I had was no longer available.  He told me I should have been made aware of this on the first phone call.  The agent should have told me that once I changed from my original plan I would not get it back.  I was never told this.  If I want the same plan as my original, I would have to pay upwards of $400 a month instead of $324 for everything.  Now I feel very violated.   Despite multiple attempts to resolve this matter through standard channels, the problem remains unresolved, and I have received inconsistent or incomplete information from your representatives.

This situation has caused me grief and still am not getting  the channels I originally had, and I believe it warrants immediate review by a senior representative

For your reference:

• Account Number: [Edited: "Personal Information"]
• I am a diamond member and have been with Comcast since 2002
• My cell phone is [Edited: "Personal Information"]
• I am requesting the following:

1. A full review of my account and plan details
2. Placing me back on the original plan that I had before going on seasonal in January 2026 at the same price I was quoted in an email after I went off seasonal hold.

1. A resolution or adjustment to my account to reflect the agreed-upon terms

If I do not receive a satisfactory response within [reasonable timeframe, 5 business days], I will have no choice but to escalate this matter to the Better Business Bureau, FCC Consumer Complaint Center, and relevant consumer protection agencies.

I trust that Comcast values its customers and will address this matter promptly and professionally. Please confirm receipt of this email and provide a timeline for resolution.

Sincerely,

[Edited: "Personal Information"]