Subject: Formal Complaint Regarding Misrepresented Xfinity Mobile Plan and Billing

Am writing to file a formal complaint regarding my Xfinity Mobile account.

In March, I transferred my family's four mobile lines to Xfinity Mobile after being assured by a sales representative that I qualified for a premium yearly plan costing approximately $80 per month for all four lines. I agreed to switch providers based on that representation.

However, the promised pricing has never been applied. Instead, I have consistently been billed $141.29 per month, which is more than $60 higher than what I was promised.

Since March, I have contacted Xfinity multiple times in an effort to have this issue corrected. Despite these repeated attempts, the problem has not been resolved, and I have continued to be charged the incorrect amount.

I would also like you to understand the financial hardship this situation has created for my family. I am currently unemployed because I am the sole caregiver for my child, who has been battling cancer. My family's financial situation is extremely limited, and I simply cannot afford these unexpected charges.

For nearly 10 years, my family qualified for Internet Essentials because of our financial need, and my monthly internet bill was approximately $14.99. At some point, my internet bill increased to more than $50 per month, creating an additional financial burden. When I spoke with your representative about my account, they attempted to help me by transferring my mobile service because they assured me I qualified for the $80 monthly plan. I relied on those representations when I agreed to switch.

Unfortunately, the promised pricing was never honored. As a result, I have been paying approximately $141.29 per month since March, making an already difficult financial situation even worse. Because my internet account fell behind due to financial hardship, I have also been told that this has affected my ability to resolve my mobile account, even though the incorrect mobile billing is one of the reasons I have struggled to keep up.

I am currently unemployed and cannot afford these unexpected monthly charges. Had I known the actual cost of the service, I would not have agreed to transfer my lines to Xfinity Mobile.

I respectfully request that Xfinity:

1. Review the original sales call or records of my account transfer.

2. Honor the pricing that was promised to me, or provide a full explanation as to why it was not applied.

3. Credit or refund the difference between the promised monthly amount and the amount I have been charged since March.

4. Review my internet account in light of my family's long participation in Internet Essentials and the financial hardship caused by my caregiving responsibilities.

5. If Xfinity cannot honor the agreement that was presented to me, allow me to transfer my service to another carrier without additional financial hardship while continuing to pay for my financed devices under reasonable terms.

I have made every effort to resolve this matter in good faith over the past several months. I am requesting a prompt resolution. If this issue cannot be resolved, I will have no choice but to seek assistance from the Federal Communications Commission (FCC) and my state's consumer protection authorities.

I respectfully ask that someone review my account with compassion and fairness. My family has been a loyal Xfinity customer for many years. I am not asking for special treatment—only that Xfinity honor the agreement that was presented to me and help correct a situation that has placed an overwhelming financial burden on my family during one of the most difficult periods of our lives.

Thank you for your prompt attention to this matter. I look forward to your response.

Sincerely,

Naomi and Gangully Abashe