Urgent Complaint Regarding Unauthorized Billing and Mismanagement of Xfinity Account

I am writing to formally lodge a complaint regarding an ongoing billing issue that I have been facing since I signed up for Xfinity Internet at my new home, where service was installed on August 3. The issue revolves around charges for a "storm-ready device" that I neither ordered nor received during the initial service installation.

On August 4, I noticed an unauthorized $7 charge for the rental of a storm-ready device on my first bill. I immediately contacted Comcast to rectify this error and was assured that the charge would be removed. However, despite these assurances, the charge remained on my account the following day, August 5. I again contacted Comcast, both via phone and chat, and was informed that the charge could not be removed but that I would receive a credit in my next bill. This back-and-forth continued over the next few days.

To my surprise, around August 9 or 10, I received a storm-ready device at my home—the very device I had been protesting since the beginning. I promptly returned the device to the Comcast Sugarland office on August 11, believing that this would resolve the issue.

Unfortunately, on August 12, I discovered that my account had been billed $245 for the storm-ready device, escalating the issue from an unwarranted $7 rental fee to a $245 purchase fee for a device I never wanted and had returned.

Over the past four weeks, I have contacted Comcast nearly every day, and while I have been repeatedly assured that the issue has been resolved, the erroneous charge remains on my account. I have also been issued several ticket numbers during this period, including:

- [Edited: "Personal Information"]

I am deeply frustrated by the mishandling of this issue and the lack of resolution despite my persistent efforts. I request immediate action to remove the $245 charge from my account and to rectify this situation once and for all. I also expect a formal acknowledgment of this complaint and a commitment to prevent such issues from recurring in the future.

Please treat this matter with the urgency it requires. I look forward to your prompt response and resolution.