Formal Complaint and Demand for Immediate Resolution – Account Cancellation, Unauthorized Charges, and Failure to Refund

I am writing to formally express my extreme frustration and disappointment with the way my account cancellation has been handled by Xfinity. As someone who works in customer service, I understand that mistakes can happen. However, what is unacceptable is repeatedly providing inaccurate information, failing to follow through on commitments, and forcing a customer to spend months chasing a resolution that should have been handled correctly the first time.

On March 16, I contacted Xfinity to cancel my services. During that call, I was explicitly informed that my account had been successfully closed and that I owed nothing further. Based on that information, I returned all required equipment and believed the matter was fully resolved.

To my surprise, I later discovered that Xfinity continued withdrawing $95 per month from my bank account. When I called to inquire, I was informed that the previous representative had never actually completed my cancellation, despite assuring me that everything had been taken care of.

During that conversation, I was sincerely apologized to and advised that I had accumulated a $250 credit due to the billing error. I was also assured that:

• My bank account had been removed from file.
• No additional charges would be processed.
• My refund would be issued within that same week.

Unfortunately, none of those promises were kept.

When I did not receive my refund, I called again and was told it would take up to two weeks. Two weeks passed, and once again, nothing. I called yet again, requested that my case be escalated, and was assured someone would resolve the issue. Once again, there was no follow-up, no communication, and no resolution.

At this point, I have spent over four months repeatedly contacting Xfinity, explaining the exact same situation to multiple representatives, being transferred between departments, and receiving conflicting information every single time. I know these calls are recorded for quality assurance purposes, so there is a complete record documenting my repeated attempts to resolve this issue. It is extremely disappointing that despite all of those interactions, nothing meaningful has been done.

To make matters even worse, despite being assured that my bank account had been removed and that no further payments would be taken, Xfinity has continued to charge me. Since my original cancellation request, three separate $95 charges have been withdrawn from my account for services that should have been terminated months ago.

As a result, the amount owed to me is now greater than the original $250 credit that I was promised. This situation has gone on far too long and is completely unacceptable.

I am requesting immediate action to:

• Refund all unauthorized charges that have been withdrawn from my account since my cancellation request on March 16.
• Provide reimbursement for the full balance currently owed to me.
• Confirm, in writing, that my account has been permanently closed and that no future charges will occur.

I have been more than patient throughout this process, but after four months of broken promises and repeated failures to resolve this issue, my patience has been exhausted. I expect this matter to receive immediate attention and to be resolved without any further delays. If I do not receive a prompt resolution, I will have no choice but to pursue additional avenues to recover the funds that have been improperly taken from my account.

I look forward to your prompt response and immediate resolution.