Xfinity breaking contracts, not honoring agreements. Overcharging me fees after saying they would make everything right.

Dear Comcast/Xfinity Executive Support Team,

I am writing to formally express my deep frustration and disappointment with how my account has been handled in the past several days, even months… resulting in the abrupt cancellation of all services—despite over a year of loyalty as a paying customer and all the promises and contracts your company has offered and said would honor. Several days ago, I was offered a payment arrangement via chat for $287 to avoid service interruption. This arrangement was confirmed by a representative, and I made preparations to pay the agreed amount by the scheduled date. However, not to my surprise, the payment was never processed by Xfinity, and no further communication or follow-up occurred on your end.

I contacted Xfinity November 30th, 2025 intending to fulfill my end of the agreement even though the date was set for December 12th. I tried to make a payment over the phone with the agent and the agent insisted to me not to pay and wait until the payment arrangement date of December 12, 2025. Then you guys told me you changed the payment arrangement date to January 1st, 2026 Instead of honoring that, I was told my account was now past the point of arrangement eligibility and that I would need to pay $593 in full to restore services. I escalated my concerns, spoke to multiple different representatives, all saying that they would restore services and Xfinity assures me everything that has been said will be honored, and was transferred to a supervisor. I explained the situation clearly and calmly—yet was repeatedly told there were “no options” available to reinstate the arrangement or provide assistance. After stating multiple times they would restore services and I have nothing to worry about. No one was willing to help me in any way to lower the amount of the total bill like they said they would, but instead told me that I’m lying and insisted that I pay overcharged fees…

Let me be clear: I did not default on an agreement. I proactively followed up to pay the arranged amount, and I was met with an arbitrary and excessive demand. After more than 4 months of you guys saying, “You will honor everything” “You will make sure the adjustments are on my account and make sure my services will stay active until the agreed date. as a customer, this experience felt not only dismissive, but punitive and unjust. The lack of accountability and flexibility in resolving your own failure to process the arrangement is simply unacceptable and quite disgusting to treat your customers like this. 

I plan on making the decision to cancel ALL of my services because I refuse to pay nearly double the agreed amount just to restore basic cable and internet. This is not an issue of unwillingness to pay—it’s an issue of how your company handles long-time customers in good faith. I will not give my money to a company unwilling to help me and my my circumstance. Especially after you guys said on multiple occasions, that you guys will be honor everything that has been said and told to me.

I am requesting that Comcast:

• Review the message log and records from the day my original $287 arrangement was made. You guys clearly stated it was a payment arrangement and not a scheduled payment. Check the chat logs.
• Acknowledge the breakdown in internal follow-through
• Reopen my account or allow restoration under the original agreed-upon terms stated here. Also provide the rest of the my credits that you guys said I would receive.

All I want is Xfinity to honor their end of the deal like they said and make everything right like they said they would.. everything that I’ve said is true because you guys have the same information as me. It’s recorded in your system and on my end as well. I have documents to validate everything I’ve said.

If no resolution is offered, I will have no choice but to file formal complaints with the FCC, BBB, and other consumer protection platforms today, as well as share my experience publicly so others are aware of how easily loyalty is discarded. I have a social media following and I am a content creator/streamer. 

I sincerely hope Comcast values customer integrity and long-standing relationships enough to make this right.