Executive/Corporate Customer Relations/Retention Team

I am writing to formally escalate an urgent concern regarding both a significant billing increase and repeated unresolved service issues.

I have been a loyal Xfinity customer for over 14 years and currently subscribe to your full bundle of services — TV, Internet, landline phone, and mobile phone. Over the past two months, following the expiration of promotional pricing, my bill has increased close to $100 per month.

While I understand that promotional rates eventually expire, this increase is not financially sustainable for my household. In addition, I have made extensive efforts to resolve this matter through normal customer service and retention channels. I have spoken with several representatives and engaged in numerous chat sessions. Unfortunately, I have received conflicting information from different agents, promises of higher-management call backs that were never fulfilled, chat representatives disconnecting sessions abruptly, and phone representatives ending calls without resolution. This experience has been both frustrating and disappointing given my long-standing loyalty.

To be transparent, I am actively evaluating alternative providers. Frontier Communications is offering 5GB fiber internet bundled with landline phone, mobile phone, and a comparable TV package at pricing approximately one-third less than my current Xfinity bill. At that difference, remaining at these new rates from Xfinity is difficult to justify.

Before moving forward, I am respectfully requesting a comprehensive loyalty review of my account. My goal is to maintain all current services at a sustainable monthly rate closer to what it was 2-3 months ago. Given my 14-year tenure and full-service subscription, I believe this request is reasonable.

I value the years I have spent with Xfinity and would prefer to continue our relationship. However, without a meaningful pricing adjustment and clear resolution, I will be forced to transition my services elsewhere.

I appreciate your prompt attention to this matter and request contact from a dedicated escalation manager who can provide consistent and accurate follow-through.

Sincerely,

A 14-Year Xfinity Customer and Comcast Shareholder