Urgent Billing Dispute & Safety Hazard – Unserviced Outage & Unburied Line

Dear Xfinity Customer Care,

I am writing to formally dispute the current balance of approximately $300 on my account, request an immediate retroactive credit, and report an unresolved exterior safety hazard at my property.

For nearly two months, I was completely without internet service due to a broken exterior line running from the power pole to my house. I scheduled an official technician appointment to repair this, but the technician never showed up, leaving me without service and with an unaddressed physical breakdown. The broken cord was only recently repaired two weeks ago.

Furthermore, the cable drop running from the power lines outside my house has been left completely unburied and exposed in my yard for over a year. Despite contacting Xfinity multiple times regarding this safety hazard, no crew has ever been sent out to bury the line.

Despite having no usable connection for almost two months due to a physical line breakdown compounded by Xfinity’s missed repair appointment I have been continuously billed full price for internet service. When I reached out to customer support, I was told that Xfinity would not issue any credits or billing adjustments for the duration of the outage. Shortly after, my service was suspended for non payment, and representatives refused to grant a temporary payment arrangement while my account was locked.

As a long standing Platinum tier customer, being charged $300 for unserviced internet while dealing with a missed appointment and an unburied line for over a year is completely unacceptable.

To resolve these issues, I am requesting the following immediately:

1. A full retroactive billing credit applied to my account for the entire period the line was broken and service was unusable.

2. An adjustment to my remaining balance to reflect valid charges only after outage credits are applied.

3. A priority dispatch order to finally bury the exposed exterior drop line running across my property.

4. A temporary hold on service disconnection or collection efforts while this dispute is under review.

Please review my account history, process the necessary credits, and contact me with an updated balance and a schedule for the line burial.

Thank you, [Edited: "Personal Information"]