Official Complaint: Unfriendly Customer Service and Double Billing Issue (Account #s: -[Edited])

Subject: Official Complaint: Unfriendly Customer Service and Double Billing Issue (Account #s: -[Edited: "Personal Information"])

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To Whom It May Concern,

​I am writing to formally complain about a recent experience at your Xfinity Store and to request an immediate correction of an improper billing charge on my account.

​On August 12, 2026, at approximately 11:40 AM (ahead of my 12:00 PM appointment), my wife and I visited the store to resolve a billing issue. When our name was called, we approached the representative’s (Lee) desk. Because space around the desk was limited, only one chair was available for me in front, while my wife had to stand beside the desk.

​My wife is 72 years old and recently underwent eye surgery, requiring her to wear sunglasses indoors. Due to her impaired vision, she stepped slightly closer toward the representative to hear and see better. However, the representative, Lee, rudely and unpolitely demanded that she step away and move back to the front of the desk, stating that she was not allowed near his computer. There was zero empathy or basic courtesy shown to an elderly customer recovering from medical treatment. I have attached a photo of the representative's desk layout to show the constrained setup and where we were standing.

​Furthermore, the root cause of our visit stems from misinformation provided by your staff during a previous visit on July 24, 2026. On that day, a representative named Allie Eliov recommended that we transfer the internet account from my wife's name ([Edited: "Personal Information"]) to my name ([Edited: "Personal Information"]) to take advantage of a 5-year promotional rate of $40/month. I explicitly asked if any additional action or re-activation was required on our part, and the representative assured us that everything was set and no further action was needed.

​However, upon checking the Xfinity app on August 10, 2026, we discovered two separate bills:

​Account ending in -[Edited: "Personal Information"] ([Edited: "Personal Information"]): $71.21

​Account ending in -[Edited: "Personal Information"] ([Edited: "Personal Information"]): $41.21

​When we brought this up today, staff told us that we were billed because we had not cancelled the previous account ourselves. This contradicts what we were told on July 24, when we were informed that switching the account name was all that was required. Expecting a customer to pay double due to misleading instructions by store employees is entirely unacceptable.

​I request the following resolutions immediately:

​Billing Adjustment: Full cancellation and refund/credit of the duplicate $71.21 charge on the previous account (-[Edited: "Personal Information"]), effective from July 24, 2026.

​Account Consolidation: Confirmation that account -[Edited: "Personal Information"] is fully closed with zero balance due, and that account -[Edited: "Personal Information"] is active under the agreed 5-year $40/month promotional rate.

​Staff Training: Appropriate corrective action and customer service training for the staff members involved regarding basic courtesy and proper procedure instructions.

​Please review this matter and respond with a resolution at your earliest convenience.

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Sincerely,

[Edited: "Personal Information"]

Contact Phone: [Edited: "Personal Information"]

Email: [Edited: "Personal Information"]

​Attachment: Photo of the representative's desk setup