FORMAL COMPLAINT: Erroneous Equipment Billing & Customer Loss Following Account Changes

Account Holder Name: [Edited: "Personal Information"]

Xfinity Account Number: [Edited: "Personal Information"]

Service Address: [Edited: "Personal Information"]

Contact Phone: [Edited: "Personal Information"]

Contact Email: [Edited: "Personal Information"]

STATEMENT OF FACTS:

1. Account Status & Representations: I was a long-term customer with Xfinity (Mobile, Internet, and Home Security). When updating my internet setup, an Xfinity representative assured me that placing my main account on a "seasonal pause" would allow my five security cameras and home monitoring setup to remain fully functional.

2. Service Failure & Automated Equipment Requests: Following the account update, my security cameras failed to operate properly through the mobile app. Subsequent phone interactions led to conflicting instructions and extra charges. Frustrated, I canceled the service and returned the modem. Shortly after, I received automated SMS notifications from Xfinity demanding the return of additional equipment. Relying on those prompts, I returned the home security touchscreen panel.

3. Refusal of Credit for Returned Equipment: Upon calling Xfinity to restore my home security, I was informed that I originally owned the returned touchscreen panel outright. However, Xfinity insisted I pay $300.00 for a replacement panel (billed over 24 months). A supervisor offered only a $150 credit, requiring me to pay out-of-pocket to replace equipment I had returned directly to Xfinity under their automated direction.

4. Unprofessional Escalation: A call was scheduled with a supervisor named Lorine. Rather than resolving the miscommunication created by Xfinity's conflicting agent guidance and return texts, she maintained a harsh, non-yielding stance, refused further escalation, and stated no other manager would handle the file.

5. Current Harm: Because Xfinity holds my returned touchscreen panel and refuses to restore or credit the equipment, my residence has been left completely without home security monitoring.

DESIRED RESOLUTION:

To resolve this matter, I request that Xfinity perform one of the following actions immediately:

• Provide a full $300 credit (or send a replacement touchscreen panel at no cost) so my home security service can be re-established without penalty.

• Return my original owned touchscreen panel to my service address.