Formal Complaint – Promotional Offer Not Honored – Request for Executive Escalation

Earlier this week, I received an outbound call from Xfinity offering me 1 Gig internet for $50/month with a 5-year price guarantee. I wanted to accept the offer, but when I contacted Xfinity afterward, I was told that the promotion was no longer available.

I have since spoken with multiple representatives and supervisors and spent more than two hours on the phone trying to resolve this issue, without success.

During my most recent call, Joy from the Loyalty Department advised me to visit an Xfinity store for assistance. Following her recommendation, I personally went to the Glen Burnie Xfinity location, but the store was also unable to honor the promotional price originally offered to me.

I am requesting that this matter be escalated to Executive Customer Relations. I would specifically like Xfinity to review the recording of the original outbound sales call, as well as the notes and recordings from my subsequent calls, to verify the offer that was made to me.

Once verified, I am requesting that Xfinity honor the original offer of 1 Gig internet for $50/month with the 5-year price guarantee.

After spending more than two hours on the phone and making a trip to an Xfinity store based on instructions from the Loyalty Department, I would appreciate having this reviewed by someone with the authority to resolve the issue rather than being redirected between departments again.

Thank you.