“Request for Executive Review – 14‑Day Outage & Unapplied Credits”

I am requesting an Executive‑level review of my Comcast Business account due to a 14‑day complete outage of my business phone line, repeated misinformation from representatives, and failure to honor the credits and pricing that were promised at the time of my service change.

A Comcast representative offered me a $100 one‑time credit and a $40 monthly discount for 12 months if I switched my business landline to a mobile line. I agreed to this based on the representative’s explanation. However, these credits and discounts were never applied to my bill.

During the transition, a system error caused my business phone line to be completely disconnected for 14 days. Throughout this period, I was repeatedly told the issue would be fixed “within 24 hours,” transferred between departments, and given conflicting explanations. My business suffered significant losses due to missed calls, lost customers, and operational disruption.

Multiple representatives also promised additional credits of $50, $50, $100, and $250. Comcast now claims that a total of $450 in credits has been applied, but I have not yet received my bill and cannot verify whether these credits were actually posted. In the past, promised credits were not applied, so I cannot rely on verbal confirmation alone.

Even if the $450 credit was applied, it does not match the original agreement (the $100 one‑time credit plus 12 months of $40 discounts) and does not compensate for the severe impact of a 14‑day outage on my business.

I am requesting the following actions:

1. A full investigation into the 14‑day outage
2. Verification and proper application of all promised credits
3. Confirmation of whether the claimed $450 credit was actually applied
4. Application of the original promotional credits ($100 + 12 × $40)
5. Fair compensation for the 14‑day business disruption
6. Assurance that this issue will not occur again

I have already filed complaints with the FCC, the Massachusetts Attorney General, and the BBB due to the severity of this issue. I am requesting prompt Executive‑level assistance to resolve this matter.