disconnection of service due to unauthorized and incorrect services being billed from xfinity

Over the course of my service, I was billed for additional services and features that I did not authorize, request, or use. These charges were included alongside my regular internet service fees, which significantly increased my monthly balance without my knowledge or consent.

I made multiple attempts over the past several months to resolve this issue by contacting customer support. Unfortunately, my experience has been extremely frustrating, as calls were frequently disconnected while I was speaking with agents, and I did not receive any follow-up or return calls to continue resolving the matter. This made it nearly impossible to address the billing discrepancies in a timely and effective manner.

When I was finally able to speak with a representative about disputing the charges, I was informed that no adjustments or investigations could be made unless I first paid the full past-due balance, which is now over $500. This requirement places me in an unfair position, as it obligates me to pay for disputed and potentially invalid charges before they are even reviewed.

As a household that has been enrolled in the Internet Essentials program for lower-income families, I am especially concerned by these billing issues and the lack of support provided to resolve them. This program is intended to ensure affordable and reliable access to internet service, yet my experience has been the opposite.

As a result, my internet service has been disconnected, which has created a serious hardship for my household. I have a son who relies on internet access for his online schooling, and he is currently unable to attend classes or take required tests due to the service interruption.

I am requesting a thorough review of my account, removal of any unauthorized charges, and reconsideration of the requirement to pay the disputed balance before any resolution is offered. I also ask that my service be restored while this matter is under review, given the impact on my child’s education.

I am willing to pay for legitimate services rendered, but I am seeking a fair and reasonable resolution regarding the unauthorized charges on my account.