Formal Dispute — Xfinity Mobile Phone Line Billed After In-Store Assurance of No Charge

To the Executive Customer Relations Team,

I'm writing to dispute a charge on my Xfinity account and request that it be reversed before it's sent to collections.

I previously had Xfinity internet service with a phone line included at no extra cost. When I canceled my internet service on May 30th 2026, I visited the Xfinity store at Fremont Hub (https://www.xfinity.com/local/ca/fremont/39005-fremont-boulevard.html)  and was told by a representative that I could continue using the phone line at no charge even after canceling the internet.

Approximately one month later, I received a bill for the phone line. I disputed this charge with my credit card company based on the assurance I received in-store. I'm now being told that if I don't pay the amount, it will be sent to collections. There is a total charge of $192.57 on my account currently.

I don't believe this charge is valid given what I was told at the time of cancellation. I'm requesting that:

1. You review the account notes from my cancellation visit/call on May 30th 2026, which should confirm this conversation.
2. The charge be removed and the account not be sent to collections while this is under review.
3. I receive written confirmation once this is resolved.

My account number is [Edited: Personal Information].I've had this experience be inconsistent with the service I expect after being a longtime customer, and I'd appreciate a prompt resolution.

Thank you