Formal Complaint Regarding Incorrect Billing After Service Cancellation

Dear Xfinity Customer Support,

I am writing to formally complain about ongoing incorrect billing after I canceled my home internet service, and about Xfinity’s repeated failure to resolve this issue despite extensive efforts on my part.

Timeline of Events:

• October 7, 2025, at 10:13 a.m. EDT: I called Xfinity to cancel my home internet service.
• I had already paid for service through October 8, 2025. On the morning of October 9, I unplugged the Xfinity router. Therefore, I owed no further charges after that date.
• Despite this, Xfinity continued billing me.
• I was traveling in late October and most of November and was unable to call. I attempted to respond to Xfinity billing emails by replying via email and text message, but both attempts bounced back.
• On November 28, December 19, and twice on January 29, I spoke with multiple Xfinity representatives for a total of over five hours, yet the issue remains unresolved.
• During the November 28 call, a representative confirmed that my router had been inactive since October 9 but stated the charges remained because Xfinity’s system did not show a cancellation record. He assured me the issue would be resolved.
• My phone call history clearly shows the October 7 cancellation call, including date, time, and duration. I repeatedly offered to provide this evidence, but Xfinity representatives did not give me any method to submit it.
• On January 29, after speaking with four representatives, a supervisor stated she created ticket [Edited: Personal Information] and promised I would receive a text message in 30 minutes and an email in 24 hours to continue in writing. I received neither.
• I visited a local Xfinity store with a written complaint, but the representative refused to accept it and insisted I could only resolve the issue by phone. The phone number he printed and provided to me was the same one I had already called multiple times.
• I also sent a letter by surface mail, including screenshots of my October 7 call history, to the Xfinity billing address.

To date, I have spent over five hours on follow-up calls alone, yet Xfinity continues to bill me for service after cancellation and provides no effective written communication channel.

Requested Resolution:

1. Immediate correction of my account to reflect cancellation effective October 9, 2025
2. Full removal of all charges billed after October 8, 2025
3. Written confirmation that my account balance is $0 and that no collections or credit reporting actions will occur

I respectfully request prompt written confirmation that this matter has been resolved. If this issue continues unresolved, I will consider escalating the complaint to external consumer protection agencies.

Thank you for your attention to this matter.