Formal Billing Dispute – Returned Equipment Charges, Inadequate Credit & Unresolved Billing Increase

Dear Xfinity Customer Support Team,

I have been a loyal Xfinity customer since 2017 and currently hold Platinum membership status. Unfortunately, my recent customer-service experience has been disappointing, and I am requesting management's assistance in resolving several outstanding concerns.

1. Charges for Unused Equipment

Xfinity previously offered me a Wi-Fi range extender, explaining that I could try it and return it if I was not satisfied.

Although I never used the equipment and subsequently returned it, I was charged approximately $15 monthly for several months.

I am requesting a review of the original offer and a full refund or account credit for these charges.

2. Inadequate Credit – Case Reference

During my conversation with an Xfinity representative on October 20, 2026, I requested reimbursement for these charges.

The representative offered only $21.93 without explaining how that amount was calculated. I was informed that a support case had been created and the credit would be applied.

I request confirmation that the credit has been processed and a review of the remaining charges.

I have the case reference number available and can provide it privately to an authorized Xfinity representative.

3. Unexplained Billing Increase

My previous payment was $87.25, while my current account balance shows $102.27.

I request an itemized explanation of this $15.02 difference and confirmation that the returned equipment is no longer generating charges.

4. Unsatisfactory Customer Service

During my recent chat, representative Kannika repeatedly assured me that my concerns were being addressed.

However, despite my outstanding questions, the representative ended the conversation without providing the requested explanations or arranging a supervisor's review.

The chat concluded with the message:

"Kannika left the chat."

I found this disappointing, particularly after spending considerable time attempting to resolve these issues.

I respectfully request that management review the conversation and address how the interaction was handled.

5. Requested Resolution

I am requesting:

• A complete review and appropriate reimbursement of all range-extender charges.
• Confirmation and explanation of the $21.93 credit.
• A detailed explanation of the $15.02 billing difference.
• Confirmation that the returned equipment has been removed from my account.
• A supervisor's review of the customer-service interaction.
• A written response outlining the findings and resolution.

Closing

After nearly nine years as an Xfinity customer, I expect accurate billing, transparency, and professional customer service.

I am not asking for special treatment, only a fair resolution to legitimate concerns.

I appreciate your attention and look forward to a meaningful response.

Thank you.

A Longstanding Xfinity Platinum Customer Since 2017