Mobile phone credits

am writing to formally dispute the charges currently being placed on my account for my phones and to request immediate assistance resolving an issue that has been ongoing for more than a year.

When I purchased my phones through Xfinity, I was given promotional credits that were supposed to be applied to my monthly bill. However, due to what appears to be a recurring system glitch, these promotional credits repeatedly fall off my account.

For more than a year, I have had to contact Xfinity repeatedly to have these credits manually restored. Each time, I have explained the situation and had the credits corrected, only for the same problem to happen again. This has been incredibly frustrating and time-consuming, especially since this is clearly not an issue that I caused.

Now, I am being told that my account has been blocked and that I am responsible for paying the full price of the phones because the promotional credits are no longer showing on my account. I find this completely unacceptable. I should not be held financially responsible for a recurring Xfinity system error, particularly when I have been contacting Xfinity for over a year to report the problem and have had representatives manually correct the credits.

I have done everything I have been asked to do as a customer. I have continued making my payments and have repeatedly taken the time to contact customer service when the promotional credits disappeared. It is extremely frustrating to now be told that I have to pay full price for phones that were purchased with the understanding that the promotional credits would be applied.

At this point, I am asking Xfinity to:

1. Review my account history and the original phone promotions associated with my devices.

2. Restore all promotional credits that I was originally entitled to receive.

3. Correct the account so that these credits remain on the account going forward rather than continuing to fall off because of a system issue.

4. Remove any charges, balance increases, or account restrictions that resulted from the missing promotional credits.

5. Ensure that I am not required to pay the full retail price of the phones because of an error within Xfinity’s billing or promotional system.

6. Provide me with a clear explanation of what caused the promotional credits to repeatedly disappear and what will be done to prevent this from happening again.

I have been patient and have given Xfinity numerous opportunities to correct this issue. Having to call over and over for the same problem is frustrating enough, but being told now that I am responsible for the full cost of the phones—and having my account blocked as a result—is beyond frustrating.

I am asking that this matter be escalated to someone who has the authority to review the history of my account and make the necessary corrections. I do not want to continue being transferred between departments or told that there is nothing that can be done when this issue has clearly been occurring repeatedly and has previously been corrected by Xfinity representatives.

I expect Xfinity to honor the promotional credits that were originally offered and resolve the consequences of a system problem that I did not cause.

Please review my account history, correct the missing promotional credits, remove any resulting improper charges or restrictions, and provide me with written confirmation once this has been resolved.

Sincerely,