Escalation Message for Repeated Service Suspension

How many times this year have you requested a payment arrangement? There is a chance that you are being declined for the plan. 

I am writing to demand immediate restoration of my Xfinity services, which have now been wrongfully suspended for the fifth time since October 12, 2025, despite having a documented and confirmed active payment arrangement.

This pattern of repeated wrongful disconnections constitutes a clear breach of Xfinity’s own billing policies, failure to honor written agreements, and systemic negligence that has caused unnecessary hardship and loss of essential connectivity.

DOCUMENTED FACTS

            •          A confirmed payment arrangement for $381.49 due on 10/24/2025 is on file and was verified by multiple Xfinity agents in official chat transcripts between October 12–14, 2025.

            •          On October 13, 2025, Agent Himanshu explicitly confirmed:

“As I check your account, your payment arrangement is already scheduled in the account as follows: Payment scheduled for Oct 24 – $381.49 Visa ****[Edited: "Personal Information"]. Your service will not be interrupted.”

            •          Another Xfinity representative reaffirmed the same arrangement on October 14, confirming the arrangement was active and visible in the system.

            •          Despite these assurances, my service was again disconnected, with agents admitting that Xfinity’s automated system “flagged the account as ineligible”.  A publicly known internal system error that has yet to be resolved.

IMPACT

Due to Xfinity’s repeated system failures:

            •          I have endured five separate service interruptions in less than one week.

            •          I have been forced to contact support multiple times for an issue fully documented and verified in your records.

            •          Each interruption has caused significant disruption to my household, including loss of access to Wi-Fi dependent communications, work, and safety systems.

This situation is not only unacceptable but also may fall under breach of service agreement and failure to provide reasonable notice or due process before suspension . Both of which can be addressed under FCC consumer protection and arbitration provisions.

IMMEDIATE DEMAND

I am formally requesting:

            1.         Immediate full restoration of all Xfinity services without any payment required today.

            2.         Permanent reactivation and protection of the confirmed 10/24/2025 payment arrangement.

            3.         Escalation to an Advanced Billing Supervisor or Escalations Manager with authority to manually override this system error and apply a permanent flag preventing future wrongful suspensions.

NEXT STEPS IF UNRESOLVED

If my services are not fully restored and confirmed as stable by 6:00 p.m. CST today, I will be filing the following:

            •          A formal complaint with the FCC for repeated service suspension despite verified payment arrangements.

            •          A Better Business Bureau (BBB) complaint documenting Xfinity’s ongoing pattern of system errors and broken promises.

            •          Initiation of binding arbitration under the Xfinity Subscriber Agreement to seek reimbursement for lost service time, financial inconvenience, and stress caused by these repeated wrongful interruptions.

SUMMARY

This matter must be treated as urgent and escalated immediately to a department with authority to permanently correct the system error. My payment arrangement is valid, confirmed, and protected under Xfinity’s policies and consumer protection laws.

I expect verbal confirmation once my service has been restored and this issue has been escalated to the proper resolution team.