Unresolved $300 Promotion, Billing Discrepancy, and Repeated Service Escalations

I am writing to formally escalate a long-standing issue involving a $300 promotional offer, but has not been honored despite multiple escalations and repeated attempts to resolve the matter through regular customer support.

I have been an Xfinity customer for approximately 3.5 years and have consistently valued my relationship with Xfinity. I have also recommended Xfinity to my friends, family, and relatives. Unfortunately, the handling of this matter has left me extremely disappointed and has made me question the level of customer support and accountability being provided.

Background and Original Promotion

I visited the Xfinity Store on Fry Road in Cypress, Texas, to purchase a Google Pixel 10a. At the store, an Xfinity representative informed me that I was eligible for a $300 promotional credit for the mobile phone, in addition to a separate $300 promotion for a watch.

Before proceeding with the purchase, I specifically asked whether I needed to upgrade my existing mobile line to qualify for the phone promotion. I was explicitly told that my existing line was already an unlimited plan and that no line upgrade was required to receive the promotion.

Based on this representation, I proceeded with the purchase through Xfinity.

The representative placed the order for my Google Pixel 10a and confirmed to me that the applicable promotion had been applied.

Delivery Issue and Subsequent Order

Unfortunately, the first phone was marked as delivered but was never received by me. I immediately took the appropriate steps to report the issue, including filing complaints with both Xfinity and FedEx and filing a police report.

I also provided the relevant documentation and records through email. These records should be available for review in my account history and previous correspondence.

Because the original device was not received, I subsequently contacted Xfinity Customer Care and placed another order for the phone.

During that interaction, I was again informed that my previous promotional offer was still valid and that the representative had applied the promotion to the replacement order.

However, the $300 promotion was not actually applied.

Billing Impact

As a direct result, my monthly bill has increased from approximately $5 to $13 for the applicable service.

What is particularly concerning is that I have received conflicting information from Xfinity representatives regarding the status of the promotion. I relied on the information provided to me when making the purchase, yet despite multiple contacts with Xfinity, the issue remains unresolved. If there is any uncertainty regarding the information provided to me, I respectfully request that you review the recording of my second phone order placed through Xfinity Customer Care. The recording should clearly document what I was told regarding the promotional offer and its application to my account.

I have escalated this matter approximately 6–7 times, but I have not received a meaningful resolution or a response that addresses the underlying issue.

At this point, this is no longer simply a billing question. It is a matter of honoring a promotional commitment that was communicated to me and resolving the resulting billing discrepancy.

Requested Resolution

I am respectfully requesting that Xfinity Executive Customer Relations review the complete history of my account, including:

• The original Google Pixel 10a order and promotional offer.

• The communications and records concerning the first device that was not received.

• The subsequent replacement order.

• The promotional information provided by Xfinity representatives.

• My previous escalation requests and correspondence.

• The resulting billing changes.

I am requesting one of the following resolutions:

1. Apply the original $300 promotional credit to my Google Pixel 10a as represented to me; or

2. If Xfinity is unable to apply the promotion, provide an equivalent $300 account credit/refund to resolve the matter.

I am not asking for anything beyond what was originally represented to me. I simply want the promotional commitment that I relied upon to be honored, or an equivalent resolution if Xfinity is technically unable to apply the promotion.

My Relationship With Xfinity

I want to emphasize that I am not writing this email because I want to leave Xfinity. I have been a customer for approximately 3.5 years, and I have every intention of continuing with Xfinity if this matter can be resolved appropriately.

In fact, my wife and I are considering future device upgrades through Xfinity, including iPhone 18 Pro Max devices. However, before making additional purchases, I need confidence that promotional commitments communicated by Xfinity representatives will be honored and that legitimate customer concerns will receive appropriate attention.

I therefore respectfully request that this matter be reviewed by an executive-level representative who has the authority to investigate the account history and provide a final resolution.

Please review the existing documentation associated with my account and prior escalations before responding, as I have already provided the relevant records multiple times.

I would appreciate a written response confirming the outcome of this review and the specific resolution being provided.

Thank you for your attention to this matter. I sincerely hope Xfinity will use this opportunity to resolve the issue fairly and preserve what has otherwise been a long-standing customer relationship.

If you require any additional information or clarification regarding this matter, please feel free to contact me directly at [Edited: "Personal Information”]. I will be happy to provide any further details needed to assist with your review and resolution of this issue.

Sincerely,
kt47095432

[Edited: "Personal Information”]