Request for Immediate Review of Account Error, and Resulting Hardship

​Dear Comcast/Xfinity Customer Relations,

For some time now, I have been a responsible customer and have consistently paid my bills​ on time. 

Several months ago, I agreed to pay my Comcast Mobile account through automatic ​p​ayments.​ I periodically checked the Xfinity app that I was encouraged to use by your customer service rep when I signed up for your plan for my new cell phone that was supposed to be free (with a small monthly upcharge) under a special promotion. 

I had every reason to believe that my account was current and that all services and device payments associated with my name were being properly managed.

Recently, I noticed irregularities when reviewing my account. I could not find charges related to my Apple iPad, and I also discovered that my personal phone number was not listed on the account. 

When I contacted Xfinity​ on Saturday, Sept. 5th, I was informed for the first time that a second account existed in my name.

According to your representatives, this second account contained my personal phone number, my Apple iPad, and my iPhone payment agreement. I was shocked to learn of its existence because I had never knowingly maintained two separate accounts, nor was I aware that these devices and services had been assigned to a different account than the one I had been actively monitoring and ​faithfully paying.

Had I known a second account existed, I would have addressed any outstanding balance immediately. Instead, because I was unaware of the account, it became delinquent without my knowledge.

As a result, I have now suffered serious consequences:

• My mobile service was canceled.
• I lost access to my personal phone number, which I understand can no longer be recovered.
• My account ​i​s showing an overdue balance.
• My credit standing is at risk of being negatively impacted.
• I have spent countless hours attempting to understand and resolve a situation that I did not create and was not aware existed.

The loss of my personal phone number has created substantial hardship. That number was connected to my personal contacts, financial institutions, online accounts, security verifications, medical providers, and other important services. Losing it has caused disruption, inconvenience, and stress that cannot easily be measured.

I feel that I have been unfairly placed in this position. I acted in good faith by maintaining automatic payments and monitoring the account I knew about. The existence of a second account, which allegedly contained essential services and financial obligations, was never clearly communicated to me in a manner that would have allowed me to manage it appropriately.

Therefore, I respectfully request that Comcast/Xfinity:

1. Conduct a full investigation into how and why this second account was created and maintained.
2. Provide documentation showing when the account was established and by whom it was authorized.
3. Review all billing, payment, and collection activity associated with both accounts.
4. Prevent or remove any negative credit reporting resulting from this matter while it is under review.
5. Consider appropriate remedies for the loss of my phone number and the hardships caused by this situation.
6. Provide a written response detailing your findings and any corrective actions being taken.

I am not attempting to avoid my obligations. I am simply asking for a fair review of the circumstances. I believe no customer should suffer the loss of service, the loss of a long-held phone number, collection activity, and potential credit damage because of an account they did not know existed.

​I would like to make the payments for the iPad monthly just as I contracted. 

I respectfully request that this matter be escalated to Executive Customer Relations for prompt review and resolution.

Thank you for your time and attention. I look forward to your response.

Sincerely,