Formal Escalation: Unacceptable Xfinity Mobile Care Options for Broken Screen

I am writing to formally escalate a major issue regarding my Xfinity Mobile Care protection plans. I have been paying $15/month per line for about three years on two of our lines and have never filed a single claim. The primary reason we signed up for this care plan was Xfinity's explicit promise of free local screen repairs. We chose this plan for those two phones specifically due to the fact that both of those phones are primarily used for work and would need to be fixed immediately if anything were to happen to them.

My husband and I own the Xfinity account, and one of our lines we have is for my mother, which we pay for. My mother's phone currently has a broken screen. This device is her lifeline, she uses it heavily for work, but also for personal purposes. She absolutely cannot go without a phone for a week.

Your Xfinity Mobile Care system is only offering us two completely unacceptable choices for the broken screen claim:

1. Mail-in the phone for a "free" repair, leaving a working professional entirely disconnected from her phone for a week or more, depending on shipping times.

2. Pay a $99 replacement deductible, completely violating the promise of the free screen repairs that we have spent hundreds of dollars in monthly premiums each year to secure.

To make matters worse, we just looked up the market value of her specific device. She has a 2023 Motorola Moto G Stylus 5G. It is an older model that we can literally buy online right now for $89. It is completely absurd that your system expects us to pay a $99 replacement deductible for a refurbished phone, which actually costs more than purchasing the entire phone brand new outright.

Ironically, our standalone insurance provider for the other devices in our household, Bolt, allows us to walk into a local Huntsville repair shop and fix the screen same-day for a $50 deductible. It is entirely backwards that a third-party insurer offers better local service than the premium care plan we have faithfully paid Xfinity for over the last three years.

Xfinity Mobile Care has completely failed to deliver on its value proposition. I am demanding that a corporate manager review this account immediately to:

-Authorize an exception for an immediate local walk-in repair at a preferred network vendor so that my mother faces zero service downtime.

-Issue a substantial loyalty billing credit to compensate for years of paid premiums that are currently being met with broken promises and rigid, impractical system limitations.

We truly feel that we have completely wasted our money over the past few years paying for this service when it doesn't benefit us in any way. We would have been better off adding additional lines to our Bolt account to cover the extra two devices, which would only cost us $16/month to cover up to 10 devices. Even at such a discounted price, they seem to offer better coverage options than the $30/month we've been paying to Xfinity Mobile Care for only 2 devices.

I look forward to your immediate assistance in resolving this.