FORMAL ESCALATION REQUEST – Executive Customer Relations – Repeated Account, Billing, Mobile & Customer Service Failures

I am requesting escalation to Xfinity Executive Customer Relations regarding a pattern of unresolved account, billing, Xfinity Mobile, device, and customer-service issues.

This is not a single customer-service complaint. I have contacted Xfinity repeatedly and have been given multiple specific commitments by representatives and supervisors regarding account corrections, credits, credit-limit changes, device issues, orders, and callbacks. Those commitments repeatedly have not been completed.

My most recent issue involves Xfinity Mobile/XMC. On September 11, 2026, I specifically contacted Xfinity regarding XMC coverage and was told that my device was covered for repair/replacement. Several hours later, my phone developed a significant touchscreen problem. I subsequently filed an XMC claim, only to have the claim denied on September 16 based on an assertion that I did not have coverage on September 11.

There is also an ongoing device-identification problem. The IMEI on my account is correct, but Xfinity is displaying the wrong make/model for the device.

On September 15, another representative told me that a backend ticket had been opened to correct the device information within approximately two hours. The same representative told me that my credit limitation had been corrected and spent approximately 20 minutes discussing devices I wanted to purchase, telling me that Sales would contact me within approximately 2–24 hours. When I followed up, I was told that the backend team could not make the device correction, there was no apparent documentation of the device/order discussion, and the promised credit-limit correction had not been completed.

This follows several previous occasions where representatives and supervisors promised account credits, corrections, callbacks, or sales follow-up that never occurred.

I am therefore requesting that this matter be escalated to Executive Customer Relations/Executive Resolutions rather than being returned to standard customer service.

I have documentation and can provide the account information privately.

Please have an Xfinity corporate representative contact me through Direct Message so I can provide my full name, service address, account information, and supporting documentation.

I am specifically requesting a review of my account history and prior representative interactions, including the September 11–16 contacts, and a documented resolution of the outstanding issues.