URGENT: Repeated Billing Errors Since August Need Executive Escalation and Permanent Resolution

URGENT: Repeated Billing Errors Since August — Need Executive Escalation and Permanent Resolution

I need help escalating an ongoing billing issue that Xfinity customer service has repeatedly failed to resolve. I am tired of spending hours contacting representatives, explaining the same situation over and over, and receiving promises that never result in a permanent solution.

When I signed up for my internet service, I was assured that my monthly bill would be $51.06. I have a recording of my August 17, 2026, telephone conversation at approximately 9:24 a.m. in which the representative confirmed this price.

Since transferring my service to my new residence in August, I have had to contact Xfinity every month because my bill continues to show charges that should not be there. My current bill is still $76.67.

On October 15, I spoke with an online representative named Sagar, who confirmed in writing that the unwanted equipment charges would be removed and that I would only have to pay approximately $51 for my internet service. The representative provided order ID 1002313622742057.

On October 20, I contacted Xfinity again because my bill still had not been corrected. That representative told me my bill was supposed to be $61 per month, did not apply a credit, and said a supervisor would contact me. As of October 21, nobody had contacted me, and my billing issue remained unresolved.

I am also repeatedly seeing charges for cable equipment despite having internet-only service. I continue receiving text messages telling me to return unused equipment that I do not possess.

I am extremely frustrated by the conflicting information, repeated billing errors, and lack of follow-through. I should not have to contact Xfinity every month to get my bill corrected, especially when I have a recording and written conversations documenting what representatives told me.

My bill is due October 28, and I need this addressed immediately.

I am requesting that an Xfinity employee with the authority to resolve this issue review my account, listen to the August 17 recording, investigate the incorrect equipment charges, apply the appropriate credits, and confirm my correct monthly price in writing.

I am specifically requesting escalation to Executive Customer Relations or the appropriate billing escalation team. Please have someone contact me directly through a private message to review my account and provide a permanent resolution. I do not want to be directed back to regular customer service to repeat the same process again.

I have retained my recording, screenshots of the written promises, and documentation of my previous contacts. I am prepared to provide them privately to the appropriate representative.

Please take ownership of this issue and help resolve it before my payment deadline. If this continues without a resolution, I will consider filing further complaints and switching providers.

Thank you.