Unresolved billing issue/seasonal suspension

I’m writing to bring to your attention a matter that has remained unresolved for over six months, despite repeated attempts on my part to seek assistance through multiple customer service channels.

On October 30, 2024, I contacted customer service to place my account on seasonal suspension, as my residence is a vacation home and would not be occupied during that time. After nearly an hour on the phone, the representative confirmed the suspension was in place, with services paused from October 30, 2024, through April 7, 2025. I was also advised to remove autopay, as my account would carry a credit to cover the $8 monthly suspension fee.

However, on December 16, 2024, I received a bill for $211.96. Unable to reach a representative by phone, I used the chat function (Reference Ticket [Edited: "Personal Information"]), but the agent misunderstood the situation and claimed a refund would be issued—something that never occurred.

On December 30, 2024, I spoke with another representative who acknowledged the notes on my account and confirmed the seasonal suspension had not been processed. She said she would initiate the suspension but required the balance to be cleared first, which made no sense, as the balance existed due to the service not being suspended in the first place. She assured me the issue would be resolved, and I was given a second ticket reference: [Edited: "Personal Information"].

Despite all this, on January 15, 2025, $211.96 was withdrawn from my bank account without authorization. Repeated attempts to contact customer service afterward were unsuccessful, leaving me frustrated and with no resolution.

Then, on March 20, 2025, I received a notice that my service had been disconnected—despite the fact that I had requested the suspension months earlier. I logged in to find a balance of $355.93 due on March 24, 2025, and was told I was being charged $250 for unreturned equipment. I immediately committed to returning it.

On March 30, my husband and I drove over an hour to the residence to return the equipment, waiting in line at the store for another hour. After returning the equipment, the balance dropped to $249.36, but store staff told me that further adjustments could only be handled by customer service.

I called once more, explained the entire history, and was transferred multiple times. Eventually, I was promised that the issue would be resolved and someone would call me back. The next ticket issued was [Edited: "Personal Information"]. That call never came.

On April 1, I followed up via chat, was told the credit escalation was “processing,” and then learned shortly after that it was closed without explanation. I again had to explain the entire situation to multiple agents. I requested my calls from October 30 and December 30 be reviewed, as they clearly document my original and repeated requests for the suspension and related credits. I also specifically asked for a call from a U.S.-based representative, given the ongoing issues with communication and comprehension.

I received another notice on April 3 stating the request had been closed, again with no resolution. On April 9, I attempted once more to use the chat function, only to be disconnected mid-process yet again.

At this point, I’ve spent between 8–10 hours trying to resolve a simple issue. I’ve saved 96 screenshots of conversations, made three lengthy phone calls, have a receipt from the equipment return, and yet still have an outstanding balance of $249.36—all for services that should have been suspended.

This entire experience has been beyond frustrating. I have never encountered such a lack of coordination, training, or accountability within a company. While I understand the business rationale behind outsourcing, it has become clear that the agents I’ve dealt with are not equipped to handle even basic account management tasks, as even your in-store employees have acknowledged.

Had I known that seasonal suspension was not possible, I would have canceled service entirely from the beginning. Instead, I’ve been charged for services I never used, ignored by customer service, and continually misled.

I hope you can escalate this matter and help resolve it once and for all. I’m happy to provide screenshots and documentation upon request.

At this time, I will never use Comcast/Xfinity again and will strongly advise others to do the same. I would prefer to go without service than endure another experience like this.

I appreciate your time and look forward to your prompt response.

[Edited: "Personal Information"]