Request for Assistance with Account Credit Balance, Auto Pay Issues, and Late Fees

Dear Xfinity Customer Support,

I am writing to request your assistance in resolving an ongoing issue with my account. In July 2023, I canceled my cable service and switched to Internet-only service. Since then, a credit balance has appeared on my account, with a note referencing a disputed charge. I would like to clarify that I have not disputed any charges, and I have always paid my bills on time.

Unfortunately, this credit balance has caused significant issues with my account, including:

1. My auto pay no longer functions.
2. I am unable to manually pay my bill online.
3. I have incurred late fees due to auto pay not working, despite my intention and ability to pay on time.
4. I’ve had to call customer support every other month to make payments over the phone.

I have called 6–8 times to have the credit balance removed, and while my case has reportedly been escalated, the issue remains unresolved.

This situation has been both inconvenient and costly, and I would greatly appreciate your help in:

1. Removing the incorrect credit balance from my account.
2. Restoring my ability to use auto pay and make manual payments online.
3. Waiving the late fees that resulted from the auto pay malfunction.

If further details are needed or additional steps are required on my end, please let me know. I look forward to hearing from you soon with a resolution.