Unauthorized Charge on my Account Refund Request

Dear Xfinity Customer Support,

A few weeks ago, my internet service was suddenly disconnected without any prior notice. Shortly after, I received a text message stating that my membership had been suspended. This came as a complete surprise to me since I had no unpaid bills, yet my account was deactivated.

I then contacted live support, where I was informed that I needed to create a new account to restore my service. Following their guidance, I set up a new account, and my internet was reactivated.

However, a few days ago, I noticed that $144.57 was charged to my account by Xfinity. When I reached out to live support, I was told that this charge was a penalty for closing my previous account. I was also assured that the amount would be refunded to me.

Today, I received an email stating that my support ticket has been closed and that the charge will not be refunded. I would like to understand how this situation is justified. I have always paid my bills on time, my service was suspended without reason, and my account was closed by Xfinity. Now, I am being charged a penalty for something that was beyond my control.

I kindly request a refund of the $144.57 that was unfairly charged to my account. Please address this issue as soon as possible.

Looking forward to your prompt response.

Best regards,

[Edited: "Personal Information"]