Escalation Request – Ongoing Peacock Premium Billing & Access Issue

Xfinity Customer Support,

I am requesting escalation of a long-standing issue that has still not been resolved despite hours of effort.

• I have been billed $7.99/month for Peacock Premium for over a year, yet my account only showed access to the free tier.
• Despite repeatedly showing agents my bill, I was given conflicting and inaccurate explanations (told it was free, that I was receiving an $8 credit that does not exist, and even to ignore billing emails as “spam”).
• Over the course of a single chat session, I was transferred between at least five agents (Jeswin, Akash, Anupam, Pallavi, and Maruti), requiring me to re-explain the issue each time. Instead of resolving the billing error, one agent even tried to sell me additional services.
• Eventually, I received a phone call where the “solution” was to unsubscribe me from Peacock on Xfinity’s side and require me to re-subscribe just to get it working. This workaround finally restored access, but it did not address the fact that I had been billed improperly for over a year.
• To date, I still have not received the retroactive credits I am owed.

What I need is very straightforward:

1. Retroactive credits for every month I was billed for Peacock Premium but did not have access.
2. Written confirmation that these credits have been applied.

Please treat this as a formal escalation. After the repeated hand-offs, wasted time, and an inadequate “fix” that required me to resubscribe, I expect this matter to be resolved promptly