Failure to Correct Erroneous $780 Balance After Acknowledged Billing Error

For 16 months, I did not receive the monthly mobile trade-in credits I was promised after trading in my phone. When I finally discovered the error, I spent countless hours working with Xfinity to have the missing credits applied. After a long and frustrating process, Xfinity acknowledged the mistake and ultimately credited the amount back to my account.

Immediately after those credits were applied, however, my account suddenly showed a past-due balance of approximately $780, which Xfinity has repeatedly attempted to withdraw through AutoPay. This balance is incorrect.

Over the past month and a half, I have spoken with numerous Xfinity representatives. Every associate I spoke with confirmed that the $780 balance was an error, assured me that I did not owe this amount, and stated that the issue had been “escalated” to the appropriate team for correction. Despite these repeated assurances, nothing has been done. The incorrect balance remains on my account and continues to be reported as past due.

I eventually requested to speak with a supervisor. Rather than helping resolve the issue, the supervisor informed me that because I canceled my service following my negative experience with the trade-in credits, he would do nothing to assist me. He also stated that it was “against company policy” for me to speak with his manager or another supervisor. When I asked again for additional assistance, he claimed he would transfer me to a trade-in supervisor. Instead, he transferred me back to the Xfinity Mobile billing department, where I had to explain my situation all over again to another representative. After I requested a supervisor, that representative disconnected the call.

Throughout this process, I have been transferred repeatedly, spent hours upon hours on the phone, been promised callbacks that never occurred, been told my case was being escalated when it clearly was not, and even been disconnected while seeking assistance. I have had to explain the same issue over and over without any meaningful resolution.

The continued reporting of this erroneous $780 balance is damaging my credit and causing significant frustration and stress. I should not be held responsible for charges that multiple Xfinity representatives have already acknowledged are incorrect.

I am requesting that Xfinity immediately remove the incorrect $780 balance from my account, stop all collection and AutoPay attempts related to this amount, correct any negative credit reporting associated with this error, and provide written confirmation that my account reflects a zero balance. I have made every reasonable effort to resolve this matter directly with Xfinity, but despite repeated promises, the issue remains unresolved.