Request for Executive Escalation: Long-Term Billing Errors and Service Disconnection

I am requesting escalation to Executive Customer Relations regarding substantial historical billing discrepancies on my account and the disconnection of my home Internet service.

Approximately three years ago, I contacted Comcast through the online customer-service chat that was available through the member portal at that time and requested cancellation of my Xfinity Home Security service. I subsequently switched to SimpliSafe and have not used Xfinity Home Security since.

I recently discovered that Xfinity Home-related services have apparently continued to be billed to my account. My current bill still lists Xfinity Home Secure as part of my package and separately charges $49.75 per month for “24/7 Video Recording - Xfinity Home,” consisting of five cameras at $9.95 each.

While reviewing the bill, I discovered additional problems.

The bill shows FOUR TV boxes/remotes at $14 each, or $56 per month. My household has only TWO televisions. I need Comcast to identify the serial number/device ID, activation date, current status, and billing history for each of the four boxes for which I am being charged.

The same bill also charges $15 per month for a Voice Modem that Comcast itself identifies as “INACTIVE.” That equipment was returned. If Comcast disagrees, then I want the serial number/MAC address, installation date, date it was marked inactive, last date it ever communicated with Comcast’s network, and a complete history of every monthly rental charge associated with it.

At $15 per month, that single equipment charge equals $180 per year. Over five years, that would be $900. Over ten years, it would be $1,800. I need Comcast to explain how long this inactive equipment has remained on my account and why I continued to be charged for it.

My current amount due is $1,011.36, consisting of a $507.87 past-due balance and $503.49 in new charges. My Internet service was disconnected this morning, only two days after I spent approximately two hours with Xfinity support attempting to straighten out the account.

I understand that Comcast may tell me it cannot locate a three-year-old cancellation request. I cannot produce a transcript from a Comcast chat system that Comcast itself no longer makes available to me. However, I did not imagine canceling the service, and the fact that I subsequently switched to another security provider is consistent with that cancellation.

I am not asking a frontline chat representative to simply erase a balance. I am requesting a complete historical audit of the services and equipment billed to this account, including:

• The billing and service history for Xfinity Home Secure and all five camera-recording charges
• The serial numbers/device IDs and billing history for all four TV boxes
• The complete billing history for the inactive/returned Voice Modem
• The date each piece of equipment was activated, deactivated, returned, or last communicated with Xfinity’s network
• A meaningful good-faith credit for services or equipment that were canceled, inactive, unused, returned, or incorrectly billed
• Review of the service disconnection while these charges are actively disputed

I am willing to pay legitimate charges for services I actually received. I am not willing to simply pay $1,011.36 without Comcast first investigating these substantial discrepancies.

Please have an Xfinity representative with authority to review historical billing and make appropriate adjustments contact me through private message so this can be escalated and resolved.