Formal Billing Dispute and Request for Full Refund – Duplicate Internet Charges

To Whom It May Concern,

I am writing to formally dispute duplicate internet service charges that have been billed to me by Xfinity since May 2025.

In May 2025, I requested a transfer of my internet service to a new address. I received an order confirmation email on the day the transfer was requested. Since that time, I have been billed for two accounts simultaneously. According to Xfinity representatives, one account shows active service usage while the second account shows zero service usage during the same period. Despite the lack of usage on the second account, I have continued to be charged for both accounts through automatic bank payments.

Between May 2025 and February 2026, I was charged a total of $765 for duplicate service that was not used. I have already contacted Xfinity customer service via phone call, chat, and X regarding this issue. During those conversations: one representative confirmed that I should expect a full refund for the duplicate charges. Another representative stated that refunds are limited to 120 days based on company policy. 

Because the second account shows no service usage, these charges constitute a billing error for services not rendered. Therefore, I am requesting a full refund of the $765 charged for the duplicate account. Please note that I attempted to resolve this matter directly through customer service before submitting this written dispute via this form.

If this matter cannot be resolved promptly, I will escalate the dispute by filing a formal complaint with the Federal Communications Commission and pursuing additional consumer protection remedies as appropriate. To resolve this matter, I am requesting a full refund of $765 for the duplicate charges, written confirmation that the unused account has been closed, and confirmation that no additional charges will occur. 

I appreciate your prompt attention to resolving this billing error.

Thank you.