Formal Complaint Regarding Duplicate Billing and Failure to Honor Promised Compensation

When I initially signed up for Xfinity's $46 monthly internet plan, I did not add my phone number to my account. Later, when I wanted to add my phone number, I contacted an Xfinity agent for assistance. However, instead of adding my phone number to my existing account, the agent created a second account for me at the same service address.

I did not realize this mistake at first. As a result, I had two active accounts with two separate plans at the same address, and both accounts were automatically charging my bank account simultaneously.

Because of this error, I was charged an additional $50 in August and another $50 in September, resulting in a total of $100 in duplicate charges.

Account information:

• Original account ending in 0278 — $46.39 monthly plan (my active account).

• Duplicate account ending in 0260 — $50 monthly plan.

• Previous ticket number: 1191366163590145958.

After discovering the duplicate charges, I contacted Xfinity customer service to request a refund. Following our discussion, the representative agreed to compensate me with two consecutive monthly bill credits of $45 each, totaling $90.

The first $45 credit was successfully applied to my account. However, when I contacted customer service again to receive the second $45 credit, the representative refused to acknowledge or honor the previous agreement.

I have screenshots of my previous conversations with Xfinity representatives as evidence of the promised compensation.

My request:

1. Investigate why an Xfinity agent created a second account at my service address when I only requested to add my phone number to my existing account.

2. Review the billing records for both accounts and the previous customer service ticket.

3. Honor the original agreement and immediately apply the remaining $45 credit to my account.

4. Provide written confirmation that this billing dispute has been resolved.

This issue was caused by an Xfinity representative's mistake, not by me. I should not have to pay for that mistake or repeatedly contact customer service to receive compensation that was already promised.

I am not requesting a new promotional discount. I am simply asking Xfinity to honor its previous commitment and resolve this billing issue fairly.

Thank you for your attention to this matter. I look forward to a prompt resolution.