Urgent Issue with Xfinity Device Promotion and Customer Service

I hope this email finds you well. I am writing to bring to your attention a critical issue I have been facing as a loyal Xfinity customer for the past 1.5 years. I have encountered a series of challenges that have left me frustrated and disappointed with the level of customer service and support provided by Xfinity.

Approximately 4 months, I contacted your customer care service for assistance with a minor issue regarding my Xfinity devices. Unfortunately, due to a mistake made by one of your agents, all of my lines were inadvertently canceled. This unexpected and avoidable error resulted in the removal of promotions that were active on both of my devices.

After the mistake occurred, I diligently started making payments for the devices, even though the promotions were no longer applied. I was under the impression that this issue would be resolved promptly. However, I have been faced with several challenges that have hindered the resolution process:

1. **Promotion Reinstatement:** Despite the error being the result of a mistake on Xfinity's part, there seems to be no mechanism in place to reinstate promotions once they have ended, even in cases where the fault lies with a customer service agent.

2. **Communication Barrier:** When attempting to address this issue through customer service, I have encountered significant difficulties due to the language barrier. Calls have been routed to call centers in Asian countries where representatives struggle to understand and communicate effectively in English. This has exacerbated an already frustrating situation.

3. **Limited Resolution:** Every time I contact customer service, I am informed that an ECM ticket has been created, but the issue remains unresolved. It is disappointing that a company as large as Xfinity is struggling to address issues efficiently, especially when customers are actively seeking assistance.

4. **Inability to Return Devices:** Given the circumstances, I have explored the possibility of returning the devices and discontinuing the service. However, I find myself unable to do so due to the lack of proper guidance and support.

As a loyal customer, I believe I deserve better treatment and prompt resolution of this issue. I kindly request that immediate action be taken to address the following:

a. **Reinstatement of Promotions:** I request that the promotions that were mistakenly removed be reinstated, considering the circumstances.

b. **Language-Effective Customer Support:** Please ensure that customer service calls are routed to representatives who can communicate fluently in English, enabling a smoother and more effective resolution process.

c. **Timely Resolution:** I urge Xfinity to prioritize timely issue resolution and ensure that customer concerns are addressed promptly.

d. **Alternative Solutions:** If a resolution to the promotion reinstatement issue cannot be provided, I would appreciate alternative solutions or options that would help me navigate this situation.

I value the services provided by Xfinity and have enjoyed being a customer. However, the current situation has left me dissatisfied and frustrated. I sincerely hope that Xfinity will take this matter seriously and provide a satisfactory resolution in a timely manner.

Thank you for your attention to this matter. I look forward to a swift and positive resolution.

Sincerely,