FORMAL CORPORATE ESCALATION REQUEST — BUSINESS MOBILE SALES ORDER ERROR / RECORDED CALL REVIEW

I am requesting immediate escalation to Comcast Business Corporate Escalations / Executive Customer Relations regarding an unresolved Comcast Business Mobile device-order dispute.

I placed an iPhone upgrade order by telephone through a Comcast representative. During that recorded sales call, I specifically requested a BLACK iPhone with 1 TB of storage.

The Comcast representative incorrectly entered the order as a BURGUNDY iPhone with 256 GB of storage.

I did receive an email confirmation reflecting the incorrect configuration, but I did not discover the representative's order-entry error until the device arrived.

I have now spent several days attempting to resolve this through Comcast Business Mobile support. Representatives have acknowledged my concern but have told me they do not have access to the recorded sales call and therefore cannot verify what I actually ordered. I have also been told that Comcast can exchange the color but cannot correct the storage capacity without causing me to lose the trade-in promotion associated with the transaction.

That is not an acceptable resolution to an alleged Comcast sales-agent order-entry error.

I am requesting that Corporate Escalations:

1. Preserve and review the recording and/or transcript of the original sales call in which this order was placed.

2. Verify the device configuration I verbally requested during that call.

3. Correct the order to the black 1 TB iPhone I requested.

4. Preserve the original trade-in promotion and promotional terms associated with my upgrade.

5. Waive any restocking, exchange, activation, or other fees resulting from correcting the order.

6. Ensure that my 14-day return/exchange rights are not prejudiced while Comcast investigates this dispute.

I am not requesting a discretionary upgrade or attempting to change my original order. I am asking Comcast to investigate whether its representative entered a materially different device configuration than the one I ordered during a recorded sales transaction.

Please open a Corporate Business Escalations / Executive Customer Relations case and provide me with the case/reference number. I can provide my account information, order number, phone number, dates of my conversations with Comcast, and any other information required privately.

Because the relevant sales call is within Comcast's possession and frontline Business Mobile representatives have told me they cannot access it, I specifically request that this matter be assigned to a department with authority to retrieve and review that recording.

Thank you.