Formal Complaint: Unresolved Promotional Credits Since September 2024 – Account

I am writing to formally escalate a persistent billing failure regarding promotional credits that were guaranteed to my account starting in September 2024. Despite my repeated attempts to resolve this through standard customer service channels, including a specific interaction with a representative named Jacola, the promised credits have never been applied.

Dispute Details:

• Promotional Agreement: A credit of $41.67 per month for a duration of 24 months.

• Total Contractual Value: $1,000.08.

• Duration of Non-Compliance: 18 months (September 2024 to present).

• Total Outstanding Credits Owed: Approximately $750.00 in back-dated credits, with $250.00 remaining in the promotional term.

The Issue:

For over a year and a half, I have been charged the full amount for my mobile service without the agreed-upon discounts. Each time I have contacted support, I have been met with assurances that the system would "sync" or that the credits would appear on the next billing cycle. These assurances have proven to be false.

Requested Resolution:

Given the length of time this error has persisted and the failure of your customer service team to rectify a documented agreement, I am requesting the following:

1. Immediate Cash Refund: A direct refund of the $750.00 in overcharged fees (from September 2024 to present) to my bank account on file, rather than a "bill credit," as I have already paid these funds out of pocket.

2. Lump Sum Application: The immediate application of the remaining $250.00 in credits to settle the 24-month obligation.

3. Compensatory Credit: An additional $500.00 credit for the significant time, effort, and financial stress caused by eighteen months of failed resolutions and "employee misinformation."

Next Steps:

I prefer to resolve this amicably; however, if I do not receive a response from a member of the Corporate Resolutions team within 5 business days, I will be forced to escalate this matter to the Federal Communications Commission (FCC) and my State Attorney General’s Office for a formal investigation into Xfinity’s billing practices.

I look forward to your prompt response.