Subject: My Account Was Erased Over a Mistaken 4-Year-Old Phone — Refunds, Credits, and Identity Denied Message:

Subject: My Account Was Erased Over a Mistaken 4-Year-Old Phone — Refunds, Credits, and Identity Denied

Message

Hi Xfinity,

I'm posting this because my entire account, phone line, and billing history were wrongfully erased due to confusion between an old, closed Xfinity Mobile account from 4 years ago (iPhone SE) and my current, active prepaid Galaxy A16 line.

I was:

On Auto Pay from November 2024 to June 2025

Promised multiple credits and compensation from Executive Support

Falsely accused of not being a customer

Erased from the system without warning

Charged for false past-due amounts tied to the old account (which had already been closed)

My new phone (Galaxy A16) was purchased and activated May 31, 2025. I have emails, billing screenshots, and support chat logs showing:

My correct order and payments

That I was active, paid, and had credits on the account

That I was promised refunds and service restoration

That my prepaid account was wrongly tied to the SE account from years ago, which caused it to be marked “ceased” and deleted

This mistake destroyed my service, got me sent to collections for over $1,200, and cost me my phone, internet, credits, and reputation. I was forced to buy another phone, and agents treated me like I was making it all up — even though it was a typo or mix-up on your end.

I’ve now confirmed:

The SE phone was too old for the free line promo

Xfinity confused it with the new A16 because of a name/IMEI error

You ran a credit check on me because your team didn’t know who I was

My refund was denied due to this identity confusion

I was asked to prove who I was dozens of times, even while I was on Auto Pay and current

I’m demanding:

Full refund of my Galaxy A16 order ($79.94)

Credits and compensation promised to me

Removal of all false charges

Written confirmation that this was a system mistake

Reinstatement of my original account and name

I have everything saved in a Google Drive folder and screenshots.
This was a major error on Comcast’s part, and I will be escalating to:

FCC

BBB

Washington State Attorney General

KIRO 7 and KOMO 4 (local media)

Utilities Commission

Thank you for reviewing this.
You can contact me directly if needed.
– [Edited: Personal Information]