Request for Refund and Compensation for Unapplied Promotion and Billing Errors

Dear Xfinity Customer Relations,

I am writing to formally complain about a billing issue that has not been resolved despite multiple calls to your customer service team.

I signed up for Xfinity Mobile trade-in service on December 28th 2024 under a promotional offer of $14 of credit for 24 months. However, since January, 2025, I have been charged the full standard price of $63 instead of the promotional rate.

I have contacted Xfinity on multiple occasions — on Thursday, October 30th, 2025, I requested the representative (Lizzeth Employee ID 81091549) to provide me with the dates I have previously called, and she stated that the system is unable to keep record of when I have contacted Xfinity — and was told that the promotion would be corrected or that a credit would be issued. As of today, this has not occurred, and I have been continuously billed the higher, incorrect rate.

Because this error has persisted for 11 months, I am requesting the following:

1. A full refund or account credit for all overcharges resulting from the failure to apply the promotional rate.
2. An additional goodwill credit or compensation for the repeated inconvenience, time lost, and multiple customer service contacts required to address what should have been a simple billing correction.

I believe this situation constitutes a billing error and a failure to honor the agreed-upon promotional terms. I respectfully request a full written response within 10 business days confirming how and when this issue will be resolved.

If this matter is not resolved promptly, I will file formal complaints with the Federal Communications Commission (FCC), the Better Business Bureau (BBB), and my State Attorney General’s Consumer Protection Division for further review.

Thank you for your prompt attention to this issue. I look forward to your timely resolution and confirmation of the refund and credit.