unauthorized internet service account changes

Xfinity Must Stop the Unauthorized Billing, Restore My Plan, and Refund My Money

I renewed my Xfinity Internet service in March 2026 for $40 per month for 300 Mbps. That is the plan I agreed to. I did not request, authorize, or sign any agreement upgrading my service to 500 Mbps.

During my conversation with Xfinity today, a representative named Rihanna informed me that my service plan had been manually changed. This raises serious questions: Who manually changed my internet plan? How was this allowed to happen when I am the only person with access to my account and I never contacted Xfinity to request a different plan?

On June 26, 2026, Xfinity deducted $103.86 from my account. That unauthorized deduction alerted me that something was wrong with my account. I want Xfinity to identify who changed my plan, when the change was made, how it was authorized, and what evidence supposedly shows that I requested or approved it.

I have been actively trying to correct this problem since June 2026. Instead of receiving a resolution, I have encountered unfulfilled promises, rude and dismissive treatment, and repeated transfers to unrelated departments. It appears that I am being passed from one department to another to frustrate and exhaust my efforts to correct Xfinity’s unauthorized actions.

I have spent an average of approximately four hours per day trying to resolve this matter. On some days, I have spent six, eight, or even nine hours speaking with representatives and being transferred back and forth. When all the hours are combined, I have spent more than two weeks’ worth of time actively calling Xfinity about this single issue. Today alone, I have already spent more than three hours dealing with Xfinity, and the problem remains unresolved.

This treatment is completely unacceptable. Several customer-service representatives, including supervisors within the escalation department, have been extremely rude and dismissive.

A representative named Joe closed an escalated ticket without resolving the problem. He promised to credit my account and restore the plan I had before the unauthorized change, but he did not complete either action. He then transferred me to another department or company identified as IC System, where the representatives had no understanding of my case. Shortly afterward, I received a text message stating that my ticket had been completed, even though nothing had been corrected.

Joe did not finish the conversation, properly explain the transfer, resolve the unauthorized billing, apply the promised credit, or restore my original plan. Closing a customer’s complaint while the underlying problem remains unresolved is rude, dismissive, unprofessional, and unacceptable.

A supervisor named Adam also told me that the problem would be fixed, but it has not been fixed. Instead of investigating the unauthorized change, Xfinity representatives continue trying to sell me another plan. I should not have to purchase a new plan to correct an unauthorized change made within Xfinity’s own system.

Xfinity has sometimes applied partial or temporary credits, but then it continues billing me incorrectly and adding charges again. This cycle of temporary credits followed by additional improper billing and possible late fees must stop. Applying a temporary credit does not correct the unauthorized plan change.

My position is clear:

• I agreed to pay $40 per month for 300 Mbps.

• I never requested or approved a 500 Mbps plan.

• I never authorized Xfinity to change my service agreement.

• I never authorized Xfinity to deduct $103.86 from my account.

• An Xfinity representative informed me that my plan was manually changed.

• I am the only person with access to my account.

• I should not be forced to buy another plan to correct Xfinity’s unauthorized action.

• My service must not be canceled or disconnected while I am disputing these charges.

• Xfinity must not report the disputed amount as late, delinquent, or unpaid.

• The rude treatment, endless transfers, broken promises, improperly closed tickets, and repeated waste of my time must stop.

I am demanding that Xfinity immediately:

1. Investigate who manually changed my account and identify when, how, and why the change occurred.

2. Provide the name or identifying information of the employee, representative, or system responsible for the change.

3. Provide proof of any request, consent, recording, signature, order, or agreement allegedly authorizing the 500 Mbps plan.

4. Restore my original $40-per-month, 300 Mbps plan, effective from the date of the unauthorized change.

5. Remove all additional charges and late fees resulting from the unauthorized plan change.
6. Keep my internet service active while this dispute is being investigated.

7. Correct my account permanently instead of repeatedly applying temporary credits.

8. Reopen and properly resolve any ticket that was closed before the promised corrections were completed.

9. Hold accountable whoever changed my contract without my knowledge or permission.

10. Provide a written explanation and written confirmation that my account has been fully corrected.

I cannot afford a service upgrade that I never requested. Xfinity must stop passing me from department to department, stop trying to sell me another plan, correct its unauthorized action, and refund my money.

After spending more than two weeks’ worth of combined time trying to resolve this problem, I am demanding a genuine and permanent resolution—not another transfer, another sales offer, another temporary credit, another broken promise, or another customer-service ticket falsely marked as completed.