Dispute of Incorrect Charges, Payment Return Fee, and Request for Zero Balance

Dear Xfinity Support,

I am writing to formally dispute the incorrect charges on my closed account and to request an immediate zero-balance resolution.

Case Summary

• Service Signed Up For: 300 Mbps Xfinity Home Internet ($25 deposit paid)

• Actual Performance: Less than 20 Mbps bandwidth at home

• Cancellation Date: Within the 7-day mark (well within the 30-day money-back guarantee period) due to failure to deliver the promised service speeds.

The Issue

When I called to cancel, your representative explicitly assured me that:

1. I would receive a full refund of my $25 deposit.

2. I would not be charged anything further.

3. My final monthly bill would reflect a $0 balance.

Despite this assurance, I was subsequently charged $38.83 after my account had already been closed. When I contacted customer support regarding this unauthorized charge, the billing representative stated that he attempted to issue a refund but that your system "would not let him"- yet your system had no trouble charging a disconnected, non-existing client.

To protect myself from these unauthorized withdrawals, I had to contact my bank to stop the transaction and pull back the $25 deposit. Now, I have received an email from Xfinity stating that a payment return fee has been added to my account.

Demand for Resolution

This entire experience has been deeply frustrating. It is unacceptable that your representatives provide inaccurate information leading customers on, or that your billing systems operate in this manner. I should not be held liable for any charges whatsoever, especially given that Xfinity failed to deliver the service I signed up for, forcing me to cancel within my first week and switch providers.

Please resolve this immediately by:

1. Waiving and removing the payment return fee.

2. Refunding any improper charges (including the $38.83 pulled from my account).

3. Settling my account balance to $0 and confirming in writing that my account is closed with a zero balance.

I expect this matter to be resolved promptly.

Thank you.