Formal Dispute – Promotional Offer Presented and Eligibility Confirmed by Xfinity Representative

To Executive Customer Relations:

I am requesting a formal review and escalation of a promotional credit dispute involving my Xfinity Internet and Mobile services.

I signed up for Xfinity services in December 2025 after being told that one of my two Xfinity Mobile lines would be free for one year. That promotional offer was an important reason I agreed to sign up. Had I been told at the time of enrollment that I did not qualify for the promotion because of my Internet plan, I would not have signed up for Xfinity.

Since enrolling, the promotional credit has not been consistently applied as I was led to believe. I have had to contact Xfinity repeatedly to have credits applied to my account. I was recently told that I would need to contact Xfinity each month for the promotional credit to be applied.

Last month, Xfinity credited my entire bill. This month, a $40 credit was applied, leaving approximately $27 remaining on the bill. I am not disputing that the $40 credit was applied. My dispute is that I was promised that one of my two mobile lines would be free for one year, and Xfinity is now refusing to provide any additional promotional credit.

Today, September 5, 2026, I spoke with Xfinity supervisor Randall Peters, badge #9155. He told me that I never qualified for the promotion because my Internet plan did not meet the required plan/speed requirement. He also stated that there is a note on my account indicating that the promotional credit should no longer be applied.

I strongly dispute this.

If I was ineligible for the promotion, that should have been clearly disclosed to me before I enrolled and before I relied on the offer. I would never have signed up for Xfinity under these circumstances if I had been told beforehand that I did not qualify.

I am requesting that Executive Customer Relations review:

1. The original promotional offer and terms associated with my December 2025 enrollment.
2. The sales/account records showing what promotion was attached to my account at enrollment.
3. My complete billing and promotional-credit history.
4. Why I was enrolled under the promotion if Xfinity now claims I was never eligible.
5. Why I had to repeatedly contact Xfinity to receive credits.
6. Why my entire bill was credited last month but only $40 was credited this month.
7. The account note stating that representatives should no longer apply the promotional credit, including when that instruction was entered and the reason for it.
8. The handling of this matter by supervisor Randall Peters, badge #9155.

I am requesting that Xfinity honor the promotional terms that were represented to me when I enrolled or, at minimum, provide me with a written explanation supported by the actual promotional terms that were applicable to my account at the time I signed up.

I also want to formally notify Xfinity that I intend to cancel my Xfinity services effective October 1, 2026 if this matter is not satisfactorily resolved. I will not continue paying approximately $67 per month for two mobile lines when I enrolled based on the representation that one line would be free for one year.

My cancellation request and this billing dispute are separate matters. Cancellation should not be interpreted as acceptance of any disputed charges or as a waiver of my request for the promotional credits I believe I was entitled to receive.

Please provide me with a written response addressing the specific issues above and confirm the steps Xfinity will take to resolve this matter.

Thank you.