Billing dispute

On August 24, 2025, I spoke with an Xfinity account representative to change my uncle’s plan due to financial constraints. During this call, the representative confirmed the following:

• His monthly bill would be reduced from $193.17 to $80/month for 300 Mbps internet only (with cable and landline service discontinued).

• If enrolled in automatic payments from his checking account, the monthly bill would further decrease to $70/month.

• The cable box was returned within 48 hours of this call as instructed.

Despite this agreement, my uncle’s most recent bill was $214.21, which is even higher than his prior bills. This is unacceptable and contradicts what was promised during the call.

In addition, I am very concerned that he was told $80/month is the lowest rate available for the internet only. On Xfinity’s own website, plans are advertised in his area for $45/month for 200 Mbps (Xfinity internet plans). Please explain why he is being charged nearly double this advertised amount.

I am requesting the following actions immediately:

1. Adjust his billing to reflect the agreed amount of $70/month (with autopay) or $80/month (without autopay).

2. Issue a refund or credit for the most recent overbilled amount.

3. Provide written confirmation that his monthly plan has been changed as promised and that future bills will reflect the correct amount.

4. Clarify why a lower-cost plan (advertised at $45/month) was not offered during our conversation.

If Xfinity is unable or unwilling to honor the agreement made on August 24, 2025, or to provide a fair internet-only rate, we will have no choice but to discontinue service and switch to another provider offering comparable internet service at significantly lower costs.

Please review and resolve this matter as soon as possible.