formal complaint

My husband [Edited: "Personal Information"] and I have been customers of Xfinity for over 20 years. A few years ago, when calling about an internet problem, a friendly agent helped with the problem and at the same time convinced us that Xfinity Mobile would save us money.  After using Xfinity Mobile, we discovered that our mobile service was spotty and unreliable.  Additionally, the reliability of Xfinity internet service was decreasing while the cost of internet service kept increasing.  We cancelled both services in December 2025. 

At the time-of-service cancellation, we were told that the “free” Apple watch Xfinity Mobile had sent us was in fact not free and that we would be billed for the balance due.  Our credit card was charged $66.12 on January 14, 2026 and $13.83 on February 15, 2026 to cover the watch charges.  Xfinity Mobile then charged our card an additional $83.95 ($38.97 on March 17, 2026 and $44.96 on April 14, 2026). 

I have made numerous calls to Xfinity Mobile customer service and have been told several times a refund would be issued for the two charges totaling $83.95. As of today, no refunds have been credited to our credit card.  I’ve also requested multiple times that our credit card information be deleted from the account.  There is no option to delete credit card information via the Xfinity Mobile app.  Customer service agents tell me they do not have the ability to delete credit card information.

This is our formal written demand that our credit card information be removed, so that no additional charges are made to our credit card and for the return of the wrongly charged $83.95.