4 Month Wait

I need assistance with an unresolved military-benefits and account-tier issue, and I need this handled by someone with the authority to correct the account rather than being told to wait another 5–7 business days without a clear resolution.

My military status was verified when I started my service with Xfinity. Despite that verification, I have gone approximately four months without receiving the military benefits I was eligible for. My membership remained at Silver for the first three months and has only recently been updated to Platinum, when my account should reflect the appropriate Diamond status and benefits.

I have already contacted support multiple times over the past several days, and I was told that an escalation was submitted and that I need to wait another 5–7 days. I have already waited four months for an issue that was not caused by my failure to provide verification.

I am requesting the following actions:

1. Escalation review: Please have a supervisor or the appropriate military-benefits or rewards team review my account and the existing escalation.
2. Immediate tier verification: Confirm why my account is showing Platinum instead of Diamond and correct it if I meet the eligibility requirements.
3. Retroactive benefits review: Review the entire four-month period beginning when my military status was verified and determine what benefits, rewards, or account credits I missed because of this issue.
4. Appropriate compensation: If Xfinity failed to apply benefits I was eligible for, I am requesting that the missed benefits be restored or that an appropriate credit or equivalent accommodation be provided.
5. Documented resolution: Please provide my escalation or case number, the department handling it, the specific correction being requested, and a firm follow-up date.

I understand that some account changes may require processing time. However, I do not consider being told to wait another 5–7 days without documentation or a clear explanation to be an adequate resolution after four months.

Please document everything I have stated here on my account and confirm what action is being taken. I would like this resolved through the appropriate escalation process, including a review of the benefits I missed, rather than having to restart this process with another representative.