Formal Complaint Regarding Misleading Sales Practices

Dear Xfinity Customer Relations,

I am writing to formally report what I believe were misleading and deceptive sales practices by an Xfinity representative named Will, with whom I spoke on October 7, 2026. I am also requesting monetary compensation and appropriate corrective action for the unnecessary financial obligations, inconvenience, and frustration resulting from the inaccurate and incomplete information I was provided.

Background and Initial Promotional Offer

I initially received a telephone call from an Xfinity representative offering a promotion involving an Apple Watch and a $300 promotional coupon. Under the offer, my mobile bill would increase by $10 per month for 36 months.

After the Apple Watch appeared on my account, I elected to pay off its remaining balance. However, I noticed that the $10 monthly charge remained. Seeking clarification, I contacted Xfinity on October 7, 2026, and spoke with Will.

During our conversation, Will informed me that, despite having paid off the Apple Watch, I was still obligated to pay the $10 monthly service charge. Because I did not understand why I was required to continue paying for service associated with a device I had already paid off, I asked whether a credit or other adjustment could be made to my account.

Will repeatedly placed me on hold, supposedly to consult with a supervisor or another individual regarding possible options. Ultimately, he informed me that the ONLY solution available was to accept the same or a different promotional offer.

Will presented several options, including obtaining another Apple Watch that could be activated as a standalone device with its own telephone number. I made a genuine effort to understand the various options being presented. However, I remained confused and felt pressured to accept another promotion rather than receiving a clear explanation of my existing service obligations and cancellation options.

I eventually accepted the additional promotional offer based on the information Will provided.

Subsequent Activation Difficulties

After receiving the second Apple Watch, I contacted Xfinity on October 13, 2026, and spoke with a representative named Tasha, who was unable to complete the activation over the telephone. Tasha recommended that I visit a local Xfinity store.

I subsequently visited my local Xfinity store, where an employee assisted me in activating the second Apple Watch with a standalone telephone number.

November 3, 2026 — Discovery of Inaccurate Information

Despite these developments, I remained troubled by the continued $10 monthly service charge associated with the first Apple Watch, which I had already paid off.

On November 3, 2026, I contacted Xfinity again and spoke with another representative, whose name I believe was Helga.

After explaining my situation, including Will's representation that I was obligated to continue paying the $10 monthly service charge, this representative informed me that I was NOT required to maintain the service associated with the first Apple Watch once I had paid off the device.

She then proceeded to remove that service from my account.

This information directly contradicted what Will had told me on October 7, 2026.

Formal Complaint Regarding Misleading Sales Practices

My concern extends beyond receiving conflicting information from two representatives. I believe Will failed to disclose a material option that would have allowed me to resolve my original concern without accepting an additional promotional offer.

Specifically:

1. Will represented that I was required to continue paying the $10 monthly service charge associated with my first Apple Watch, despite its balance having been paid in full.

2. Will repeatedly placed me on hold to supposedly investigate possible credits or alternatives, yet never disclosed that I could discontinue the service.

3. Will presented accepting another promotional offer as my ONLY available option.

4. Because I relied on his representations, I accepted an additional Apple Watch promotion that I otherwise may not have accepted had I been accurately informed.

5. Another Xfinity representative subsequently confirmed that the original service could be discontinued and removed it from my account without difficulty.

These circumstances raise serious concerns about whether Will prioritized securing an additional sale over providing accurate, complete, and transparent information to an existing customer.

Furthermore, I question whether the second Apple Watch transaction generated sales credit, commission, or another performance incentive for Will. I am not alleging that such compensation necessarily occurred; however, I believe the circumstances warrant an internal review of any sales incentives associated with this transaction and whether they may have influenced the options presented to me.

I should not have had to make multiple telephone calls, accept an additional promotional offer, and visit a physical Xfinity location to resolve an issue that apparently could have been addressed during my October 7 conversation.

Requested Resolution and Monetary Relief

Given the circumstances, I formally request the following:

1. Review of Recorded Communications: A thorough review of my October 7, 2026, telephone conversation with Will, including available call recordings, account notes, supervisory consultations, and promotional transactions.

2. Investigation of Sales Practices: An investigation into whether misleading or deceptive sales practices occurred, including Will's failure to disclose my option to discontinue the original Apple Watch service and whether any sales incentives influenced his recommendations.

3. Refund of Unnecessary Service Charges: A refund of any unnecessary $10 monthly service charges incurred on the first Apple Watch after its balance was paid in full, to the extent those charges resulted from the inaccurate information provided.

4. Review and Reversal of the Second Promotional Transaction: An opportunity to reverse or cancel the second Apple Watch promotional transaction, including associated service commitments, without penalties, repayment of promotional discounts, or other adverse financial consequences, should I elect to do so. I request this remedy because I accepted the second promotion in reliance on information that was subsequently contradicted by another Xfinity representative.

5. Monetary Compensation: Appropriate monetary compensation or a meaningful account credit, separate from any refund of improper charges, to address the unnecessary financial burden, inconvenience, time expended, and frustration caused by this experience.

6. Written Findings and Resolution: A substantive written response detailing the findings of Xfinity's investigation, the available corrective actions, and the specific monetary relief being offered.

Conclusion

I expect Xfinity representatives to provide accurate information, explain available options transparently, and assist customers without applying unnecessary sales pressure.

Had Will informed me on October 7 that I could discontinue the original Apple Watch service after paying off the device, I could have made a fully informed decision without entering into another promotional arrangement.

Instead, I relied on his representations, accepted an additional promotional offer, experienced activation difficulties, and ultimately discovered that the original issue could have been resolved without purchasing another device.

My primary concern is that I was directed toward an additional sale rather than being informed of an existing, straightforward resolution to my original concern.

I believe my request for monetary relief and corrective action is reasonable and warranted under these circumstances.

Thank you.