Formal Complaint – Misleading Sales Promises, Financial Loss, and Request for Executive Investigation

Dear Xfinity Executive Customer Relations Team,

I am writing to formally escalate a deeply disappointing experience with Xfinity's sales and customer service practices.

When I was considering switching my internet service to AT&T, Xfinity representatives offered me a promotion that included a free mobile line for one year, along with other promotional benefits. Before deciding to cancel my AT&T installation and stay with Xfinity, I specifically asked multiple times whether the mobile line would actually be free. I wanted to make absolutely sure there would be no unexpected charges.

I proceeded with Xfinity and gave up the AT&T offer based on the assurances I received from your representatives.

Unfortunately, I was subsequently charged for the mobile line. When I contacted Xfinity to question the charges, I was told that there had been a miscommunication. That explanation is unacceptable. I deliberately clarified the terms multiple times before making my decision, precisely to avoid this situation.

As a result, I have lost the opportunity to take advantage of AT&T's offer, incurred an unexpected charge, and spent additional time trying to resolve an issue that should never have occurred. I have since cancelled the Xfinity mobile line, but cancellation alone does not address the misleading information that influenced my original decision.

My concern goes beyond a billing error. Customers should be able to rely on the information provided by sales representatives when choosing a service. If a representative repeatedly confirms a promotion to persuade a customer to stay, Xfinity should take responsibility for investigating what was communicated rather than dismissing the situation as a miscommunication.

I am requesting the following:

1. Executive-level review: Escalate this complaint to Executive Customer Relations or the appropriate executive resolutions team.

2. Call-recording investigation: Review the recordings, account notes, promotional eligibility, and sales interaction associated with my account to verify the assurances provided before I decided not to proceed with AT&T.

3. Billing resolution: Refund or credit the disputed mobile-line charges, including any related taxes or fees where applicable.

4. Fair compensation: Consider reasonable compensation for the financial loss and inconvenience caused by my reliance on the offer, including the lost AT&T promotion.

5. Account confirmation: Provide written confirmation that the mobile line has been cancelled, the final billing status, and whether any further charges will be assessed.

6. Corrective action: Review whether the promotion was misrepresented and take appropriate corrective action, including employee coaching or changes to sales practices, to prevent similar experiences for other customers.

I am not seeking a generic apology or another explanation that this was a misunderstanding. I am asking for a proper investigation, accountability, and a fair resolution.

Please confirm receipt of this complaint, provide a case or reference number, and respond in writing with the outcome of your investigation.

If this cannot be resolved through your customer service channels, I am prepared to pursue the appropriate formal dispute and consumer complaint processes.

I hope Xfinity will treat this complaint seriously and use it as an opportunity to improve transparency and trust in its sales practices.