Xfinity Escalation Team

I am writing to escalate an unresolved billing and service issue on my account, referenced under ticket number 187297959058949939.
On 8/14/2026, a representative told me he had placed an order moving my account to the “Xfinity Next Generation” plan, with a 5-year price lock, an upload speed increase from 35 Mbps to 117 Mbps, and complimentary Peacock Premium, all effective within one hour. None of this has occurred.
Since then:
 • My bill increased by $5/month (to $85), with no corresponding change in service.
 • My upload speed remains 35 Mbps, confirmed by two separate agents on 8/14 and 8/15.
 • I never received an order confirmation email despite requesting one twice.
 • I received contradictory speed figures from agents (117, then 100, then 35 “typo,” then 100 again) in the same conversation.
 • A second agent on 8/15 confirmed no plan change had actually processed and could not explain the billing increase.
 • Across three separate chat sessions, I was repeatedly redirected to unrelated upsells (a free 5G mobile line, an autopay bill-reduction offer, a streaming bundle) that I explicitly declined, rather than having my issue resolved.
 • I was told the only way to follow up was to visit a retail store in person, with no phone or email contact provided.
 • I was unable to obtain a transcript of the original 8/14 morning conversation in which this order was placed.
I am requesting the following:
 1. Written confirmation of exactly what change, if any, was made to my account on 8/14/2026.
 2. Delivery of the promised 117 Mbps upload speed, or reversal of the $5/month increase.
 3. A billing credit for any months charged at the higher rate without the corresponding service.
 4. A direct contact (phone or email) for follow-up on this ticket, rather than an in-person store visit requirement.