Misinformation

Dear Comcast/Xfinity Executive Customer Relations,

I am writing to formally escalate a serious issue regarding my Xfinity telephone service and the conflicting information I was provided by your representatives.

I have been a loyal Comcast/Xfinity customer for more than nine years, and I have never experienced this level of inconsistency or disregard regarding my account.

I was specifically told that if I paid my outstanding balance of $416.64 in full, my telephone service would be restored as of today. I relied on that representation and immediately paid the entire $416.64 balance.

After making the payment, I was then told that my telephone service could not be restored unless I also paid off the remaining balance on the phone itself. I was not informed of this additional requirement when I was told that paying the $416.64 balance in full would restore my service. The phone balance is already being handled through the installment plan reflected on my account.

This is extremely frustrating because I made the payment based on the information provided to me by your representative. Had I been accurately informed that paying the $416.64 would not be sufficient to restore my service, I would have been able to make an informed decision about how to proceed.

I also want to formally address my interaction with the supervisor, Sol (S-O-U-L). I found the interaction extremely rude, dismissive, and lacking any meaningful effort to acknowledge or resolve the situation. Given that I have been a customer for over nine years, I was particularly disappointed by the way my concerns were handled. I was left feeling as though my situation was being treated carelessly, with no remorse or accountability for the conflicting information I had received.

My balance of $416.64 has now been paid in full. I am requesting that Comcast/Xfinity:

1. Review the recorded calls and account notes concerning the representations made to me about payment and restoration of service.
2. Determine why I was told that paying $416.64 would restore my telephone service when I was subsequently told there was another payment requirement.
3. Honor the information I was provided and restore my telephone service immediately, or provide a clear written explanation as to why that representation cannot be honored.
4. Review my interaction with Supervisor Sol and address the manner in which my complaint was handled.
5. Provide a written response explaining the outcome of this investigation and what Comcast/Xfinity will do to resolve this matter.

I am not disputing the installment arrangement for the phone. My concern is that I was given specific information regarding restoration of my service, relied upon that information, paid the balance in full, and was subsequently given a different requirement.

I have remained with Comcast/Xfinity for more than nine years, and I believe that loyalty deserves better communication, accountability, and customer service.

I would appreciate this matter being escalated to someone with the authority to review the account, the call recordings, and the actions of the representatives involved and provide an appropriate resolution.

Sincerely,

Kaylethia Brown