Formal Demand for Refund and Removal of Charges Order [Edited]

Hey @user_jmxaz6 , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to reach out concerning Xfinity mobile phones. I would be more than happy to offer my assistance looking into this further for you. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.To send a "Direct Message":
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I cancelled my subscription at [Edited: "Personal Information"] when I sold the house on 7/29/25. However, I was just billed another $303 for my cancelled subscription. Please process a refund ASAP, and text me at [Edited: "Personal Information"] when the refund is processed. I can't get through to a live agent on your automated system.

Thanks,

[Edited: "Personal Information"]

Dealingvwith xfinity now AGAIN for unauthorized withdrawal of " autopay" funds from my ank acct that i did not authorize! Appx 10 years ago when i originally signed with xfinity and autopay,twice the removed funds from my bank acct orior to the agreed payment dates..both times overdrafting my acct..i filed a dispute with my bank and they put the money back in my acct...i have since vehemently,unequivocally denied repeated offers to sign with aotopay,x 9 years.I pay my bill the first week of every mo th when i get my ssdi check

 Fast forward to august 2025...i moved and placed a phone call reguardibg my package of channels. Thats another issue,after an hour on the phone,i was told i had a package with the channels i wanted.4 days later,no channels.I called back( their automated system has a place in [Edited: "Language"])..only to find out after several attempts their system refused to identify me by phone number or address....!!. I finally got a live person who updated my package and again affered me autopay. And i again refused,telling them xfinity overdrafted me twice i will NEVER have autopay again.I signed the consent for the upgrade. 4 days later i paid part of my overdue balance,170$ ..on the 18th of Aug. On that monday,i was alerted my bank acct was overdrafted 140$!!! I had to waitbuntil 9am to call,at 8:50am,i recieved a text messge from xfinity telling me they took my " autopay payment of 210$ out of my acct!!!.[ immediately called them to stop said payment as I NEVER AUTHORIZED IT! They just took it from the stored info they kept of my card that i use to pay my bills After over 2 hours on the phone with some agent telling me i signedvup for this and explaining over and over that i would not agree to a paymentbknowing the money would not be in my acct and ovetdraft nyself..no sensible person would..and that to look at my payment uistory,i have paid my bill consistently the first week of every konth,not the end of the month! Only to be repeatedly told " we cant stop the payment",that i needed to go to my bank.

Which i did,filed a dispute,and cancelled my bank card. A dispute cannot be filed until the funds come out..so i called xfinity again requesting a supervisor that could rectify this mess.All i got was reassurancecthat the autopay was cancelled( by them on their end)

Notbonly was my bank acct overdrafted,my bank explainedcto me that xfinity needed to put the funds back into my acct.. i typed out a very long dissertation on their survey on why i was completely dissatisfied with their company typing in detail all of these events. I recieved a phone call based on my feedback and a voicemail on how they could make the situation better!!! PUT MY MONEY BACK I DID NOT AUTHORIZE YOU TO TAKE IN THE FIRST PLACE!!!

   Today,aug 27th,the money was in fact paid to xfinity,every agent and supervisor told ne ( including a text message telling me my money will not be refunded and my ticket is closed) thatcthey will not be refunding my money as " i owe it to them"  even after exolaining i am literally broke..no money for gas to even get to work.Theboverdrsft they caused has also made me late paying ny paypal,because all of the 80$ i had in the bank to live on was taken out.

Even better,there is a duplicate SECOND payment trying to post to same ( cancelled) card number,in the same exact amount in the name of xfinity from my bank acct!!! That they are claiming is not them.That paymentvwill be denied by the bank secondary to the dispute i already filed. But onbthe books,my acct is now overdrawn 395$ !!!! My bank also explained they ( xfinity) has 45 days to answer said dispute and can deny it..thus pretty much bankrupting my acct due to all the overages and the fact that i cannot afford all this loss. I told the " supervisor" that xfinity is a mylti billion dollar company that my meadley 210 is not going to break them,and that what they are doing to me can " break" me...the woman literally replied" you owe the money..and nobit wont..you signed for this when you upgraded your package" .I cannot believe this is legal!! How do they do this!!?? She claimed they cannot add or delete autopay on their end," it has to come from the customer"... yet did not the previoys supervisor assure me it was now turned off?! Who is trying to take a duplicate payment out of my acct? 

I hope and pray someone reading this could advise me and i hope anyone else reading this takes heed.They DO NOT CARE ONE IOTA ABOUT HUMAN BEINGS!! How hard is it to refund the money under such circumstances!!??

 After all this i now seecthere have been multiple lawsuits regarding their billing and refund practices,with the FCC leveling the biggest fine ever against them.I guess they would rather pay those fines and law suits rather than do right by people...

It has been two weeks since Xfinity received my formal demand letter and I have received no response. Below is an update to my FCC complaint.

Upon receipt of my FCC complaint, Xfinity opened a “claim” and again demanded that I file a police report or my claim would be denied. On July 19, 2025, I called FedEx and confirmed that the package with the five phones was lost in transit. FedEx provided a reference number for Xfinity to use to file a claim.

I then called Xfinity Mobile, provided the reference number, and Xfinity conferenced FedEx into the call. On recorded lines, FedEx confirmed that the package was lost and told Xfinity they needed to use my original case reference number (c194925927) to open a claim. Xfinity confirmed to me on that same call that a police report would not be required, given FedEx’s confirmation of loss.

Days later, I received a call from “Curtis” in the department handling my FCC complaint. He said that because no police report was filed, my claim was denied and the matter was considered resolved. He refused to hear the recent developments or change course and stated I would be responsible for paying for the phones. He refused to remove the charges or issue a refund.

Following that call, I contacted my local police department and was told no report could be filed because no crime had been committed against me. FedEx still confirms the shipment was lost, and Xfinity has been told multiple times that they must file the claim themselves.

I later spoke with Joe W., XM Executive Resolutions | CX Strategy & Operations. During that conversation, Joe initially thought my case involved an “empty box” or “brick in a box” situation and referenced the possibility of a known warehouse issue within Xfinity. I clarified my case and provided all details of the prior handling. Joe indicated he would reach out internally and call me back. I have not received a return call.

Despite this, Xfinity continues to demand payment for the lost phones and service. I have documentation showing five lines with no phone numbers, no usage, and yet service charges are being applied. Xfinity previously told me there were no service charges, which was untrue.

On August 21, 2025, I sent Xfinity a formal demand letter requesting a refund and an end to billing. They signed for it, but as of today—two weeks later—they have not responded.

I have no contract with FedEx and cannot file a claim on Xfinity’s behalf. Xfinity must resolve this matter directly with me. Instead, they continue to withdraw money from my bank account for items never delivered, despite my bank having ruled in my favor on a dispute and refunding me. Xfinity refuses to allow me to remove my bank information from their billing system and continues to take funds without authorization.

I am due a full refund and immediate cessation of all billing. Xfinity’s refusal to resolve this matter—despite FedEx’s confirmation, my good faith cooperation, and a clear lack of delivery—shows a pattern of abusive billing practices that I believe may be affecting other customers as well.