Urgent Escalation: Honor Approved Installation Fee Waiver and Confirm July 24 Appointment

Dear Xfinity Escalation Team, I am writing to formally escalate the ongoing confusion regarding the installation technical visit charges on my account. During my conversation with your customer support representative, Ann, on July 11, 2026, at approximately 7:10 a.m., I was clearly informed that the technical visit charge for the installation would be waived and that I would not be charged for the appointment. However, I am now being asked to pay for the same technical visit, and my request to honor the previously approved waiver has not been accepted. This is unacceptable, especially when the waiver was explicitly confirmed by your representative. Please review the recording of my July 11 conversation with Ann to verify what was communicated and approved. I request that this matter be escalated to senior leadership for immediate review and resolution. I spoke with another representative today, and the following escalation ticket was opened: Ticket Number: [Edited: "Personal Information"] Please ensure that the fee-waiver approval is properly documented on my account and provide written confirmation of the following: The technical installation visit will be provided at no charge. My appointment for July 24, 2026, at 2:00 p.m. is confirmed. No installation or technical visit fee will be added to my account now or later. I expect Xfinity to honor the commitment made by its representative. Please resolve this matter promptly and provide written confirmation before the scheduled appointment. Thank you,

[Edited: "Personal Information - Full Name"]