NOTICE OF DISPUTE

Dear Xfinity,

This email serves as a formal Notice of Dispute pursuant to Comcast’s customer agreement and dispute resolution procedures.

I dispute the accuracy of billing on my Xfinity account and Comcast’s refusal to reinstate service during an active billing dispute involving documented payment and system failures.

Summary of Dispute

• I maintain internet-only service with Xfinity, with a normal monthly bill of approximately $120 plus a small number of streaming services.
• My account balance unexpectedly increased to $757.53 without valid explanation.
• I made verified payments on November 24, 2025 ($135.83) and December 26, 2025 ($151.08). Comcast representatives later stated these payments are “not searchable” in the system.
• My service was disconnected beginning December 26, 2025, and repeatedly thereafter, despite multiple open tickets and assurances that service would remain active during investigation. I was required to call often daily to request manual reconnection.
• On January 1, 2026, I attempted to pay the stated balance of $132.51, but Comcast’s system declined payment with the error “card processor decline = new response (restraint)” across multiple cards and devices. Agents confirmed this was an internal system issue.
• Comcast is now refusing to reinstate service despite unresolved billing discrepancies and acknowledged system failures.

I have escalated this matter to Comcast Executive Customer Relations and filed complaints with the Federal Communications Commission (FCC) and the Virginia State Corporation Commission (SCC).

Requested Resolution

I am requesting that Comcast:

1. Conduct a full audit of my account and billing history
2. Properly apply and confirm my November and December payments
3. Remove incorrect or system-generated charges
4. Immediately reinstate and stabilize my internet service with a billing hold or non-disconnect status during investigation
5. Provide written confirmation of resolution

I am providing this Notice of Dispute in good faith and request resolution prior to any further dispute resolution steps.