Did Not Honor Agreement

To the Xfinity Corporate Team and Community,

I am writing to formally dispute a denial of promotional credits that were guaranteed to me in writing by an Xfinity Mobile representative.

Case Background:

On April 5, 2026, I consulted with an agent regarding an upgrade. During this interaction, I was given an explicit, written commitment for the following:

• Eligibility: I was told my account was eligible for an iPhone 17 Pro Max upgrade on two lines.

• Pricing: I was guaranteed a total monthly bill of $233.00, with promotional credits fully offsetting the device costs.

• Official Record: The agent stated, “This chat serves as your official record,” and provided an Interaction ID to document the agreement.

The Dispute:

Despite this "official record," Xfinity is now refusing to honor these terms. Following a review of escalation ticket ECM0021131590, I was told the credits would not be applied due to "credit limits" and "payment history"—contingencies that were never disclosed at the time of the written agreement.

I relied on Xfinity’s documented representations to proceed with this financial commitment. To retract a guaranteed offer after a customer has acted upon it constitutes a deceptive trade practice.

Required Resolution:

I am requesting that an Official Employee review the transcript associated with my Interaction ID and apply the manual credits necessary to honor the $233.00 monthly rate I was promised.

If this is not resolved promptly, my next step is a formal filing with the Federal Communications Commission (FCC) and the State Attorney General to enforce the terms of the documented agreement.

I look forward to a response from the corporate team.