Formal Complaint and Demand for Refund Regarding Unauthorized Charges During Seasonal Hold

Dear Xfinity Customer Service Team,

I am writing to formally lodge a complaint and demand corrective action regarding unauthorized charges applied to my account while my service was on a confirmed seasonal hold.

In February 2025, a tree fell on the side of my property, causing catastrophic damage and removing all utility connections, including electricity, gas, solar panels, and Xfinity cables from the pole. My home was uninhabitable for several months, and I placed my Xfinity account on seasonal hold, as confirmed by multiple emails from your team.

Despite this, beginning May 31, 2025, Xfinity billed me approximately $220 per month for services that were impossible to use because my home had no electricity and no active Xfinity connection. I spent numerous hours on the phone with your representatives every other week attempting to resolve this issue. Each time, I was assured the charges would be corrected, yet they were not.

I even visited your Mt. Laurel, NJ office, which provided no resolution. Ultimately, I paid over $700 for 4.5 months of service that I could not use in a home I could not occupy. My service was only restored on August 21, 2025, when all utilities were finally reconnected.

This constitutes billing for services not rendered, which may violate consumer protection laws under the New Jersey Consumer Fraud Act (N.J.S.A. 56:8-1 et seq.) and the Federal Communications Commission (FCC) regulations regarding unauthorized charges.

Accordingly, I demand the following:

1. A full refund of all charges applied between May 31 and August 20, 2025.
2. A written explanation of why my seasonal hold was lifted without my consent despite confirmation emails.
3. Assurance that this will not recur.

If this matter is not resolved within 10 business days, I will have no choice but to escalate the issue by filing a formal complaint with the New Jersey Division of Consumer Affairs, the FCC, and consider pursuing remedies under applicable state and federal law.

I have all supporting documentation, including confirmation emails and billing statements, and will provide them upon request. Please treat this matter with urgency and respond promptly.

Sincerely,
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