Regarding Billing issues

Dear Xfinity Executive Customer Relations Team,

I am writing to formally express my extreme dissatisfaction with how Xfinity has handled my account and to request immediate action regarding the loss of my mobile phone trade-in promotional credits, unexpected billing increases, and repeated failure to resolve this issue.

In August 2025, my wife and I opened an Xfinity account under her name, including internet service and two mobile lines. We traded in our iPhone 13 and iPhone 15 and purchased an iPhone 16 and an iPhone 16 Pro Max under promotional trade-in offers.

In August 2026, I saw an Xfinity advertisement offering 1 Gig internet for approximately $50 per month. I visited an Xfinity store simply to ask whether I could lower my internet bill. I had no intention of changing my mobile promotions, losing my trade-in credits, or opening an unnecessary new account.

The first store representative advised me to disconnect my internet service and return after three days to reconnect under the new promotional offer. I followed those instructions.

Approximately five days later, I visited another Xfinity store near my home. Because the original account was under my wife's name and she was unavailable, the representatives suggested opening a new account under my name. They specifically assured me that they would merge the existing account with the new account and that all my existing mobile benefits, including the trade-in promotional credits for both phones, would remain unchanged.

These assurances were given by store representatives, including an assistant manager. Based entirely on their advice and repeated promises, I agreed to open the new account.

I want to make one thing absolutely clear: If the Xfinity representatives had informed me that opening a new account would result in losing my existing phone trade-in credits, I would NEVER have agreed to open that account.

Why would any reasonable customer voluntarily give up valuable promotional credits and increase their monthly bill simply to open another account?

I did not request this account change on my own initiative. It was recommended and carried out by Xfinity employees, who assured me that I would not lose any benefits.

Unfortunately, after the new account was opened, I discovered that the accounts had not been properly merged, my trade-in credits were no longer being applied, and my monthly bill had increased to approximately $140.

Since then, I have visited Xfinity stores approximately eight or nine times and contacted customer service repeatedly. Each time, I was assured that the problem would be resolved. However, despite all these visits, phone calls, and promises, the issue remains unresolved.

I was eventually told that transferring the account caused me to lose my promotional credits.

This explanation is completely unacceptable.

If Xfinity's policies do not allow promotional credits to transfer between accounts, why did multiple representatives, including an assistant manager, explicitly assure me that I would not lose anything?

Why was I encouraged to open a new account without being informed of the financial consequences?

And most importantly, why am I being forced to pay more because I followed the instructions of Xfinity's own employees?

I relied on the information provided by Xfinity representatives when making my decision. Had I been given accurate information, I would have kept my original account and existing promotions.

I believe this situation represents a serious failure in customer service, transparency, and accountability. I should not be financially penalized because Xfinity employees provided incorrect information and made account changes based on assurances that were not honored.

I am requesting the following actions:

1. Immediate restoration of all remaining trade-in promotional credits for both my iPhone 16 and iPhone 16 Pro Max, or equivalent monthly credits if the original promotions cannot technically be restored.
2. Full reimbursement or billing adjustments for any promotional credits lost and additional charges incurred because of these account changes.
3. A thorough investigation into the actions and assurances of the store representatives and assistant manager involved in opening and transferring my accounts.
4. Correction of my monthly bill to reflect the applicable internet promotion and the mobile benefits I was promised.
5. A written explanation of why my promotional credits were removed and what steps Xfinity will take to resolve the situation.
6. Escalation to a senior representative with the authority to provide a complete resolution, rather than another temporary promise.

I have already spent an unreasonable amount of time visiting stores and contacting customer service. I should not have to continue explaining the same issue repeatedly without receiving a meaningful resolution.

I am not requesting anything beyond what I was promised. I simply want Xfinity to honor the assurances made by its employees and restore the benefits I was entitled to receive under my original promotional agreements.

I expect Xfinity to take responsibility for the consequences of its representatives' incorrect advice rather than shifting the financial burden onto me.

Please provide a substantive written response and a clear plan for resolving this issue within 5 business days.

If this matter is not resolved satisfactorily, I intend to escalate my complaint to the Federal Communications Commission (FCC), the Maryland Attorney General's Consumer Protection Division, and other appropriate consumer protection authorities.

I hope Xfinity will take this complaint seriously and resolve the matter fairly without requiring further escalation.

Sincerely,