Urgent Escalation: Billing Error and Poor Customer Service – Request for Immediate Resolution

Dear Xfinity Customer Support Team,

I am writing to escalate a serious issue regarding my account. Since December 2024, I had received warnings about additional data usage. As a proactive measure, I contacted Xfinity Customer Care on February 7, 2025, to upgrade my plan to Unlimited Data. At that time, the representative confirmed that the upgrade had been completed.

However, today when I logged in to pay my bill, I was shocked to find an additional $100 charge for data overages, and it appears that my plan was never changed to Unlimited as promised.

This is extremely disappointing and unacceptable, especially given that I took the necessary steps to prevent exactly this situation. The failure to process my plan upgrade, combined with the additional charges, reflects poorly on the quality of service I have received.

At this point, I am extremely dissatisfied and am seriously considering terminating my service with Xfinity if this matter is not addressed immediately.

I request the following:

• Immediate removal of the $100 data overage charge from my account.
• Confirmation and backdating of the Unlimited Data plan to February 7, 2025, as originally requested.
• Written confirmation of the corrections applied.

I expect a prompt resolution and clear communication on this issue. Please escalate this to a supervisor or the appropriate department urgently.

Thank you for your immediate attention to this matter.