What is the email to submit a complaint for a billing issue for overcharges and breach of contract not resolved through cs channels?

I am writing in hopes I can get my issue resolved. Last year, in Feb of 2024, I called to modify my account and upgrade to the new X1 modem. At the time there was a deal offered to me for $25/month. When I spoke with someone on the phone they said if I wanted ITB it was $30 and if I wanted unlimited it was $35, since I had never gone over 1TB in my history with Xfinity before, we decided to go with the $30/ month plan. The plan was supposed to include use of the xfinity streaming for free. Also, no charge for the modem. This was supposed to be 2 years guaranteed pricing.

What happened next was that I saw a discounted rate in the March-2024 bill which I thought was maybe a prorated amount. That was the first month. Every month after that I was charged $65 / month. The charges went automatically to my debit card so I didnt pay much attention to what I was being charged. 

Until this year I realized that I was being overcharged. I tried calling several times, but of course it is very difficult to get through and then the person doesn't understand the problem and I get transferred over and over. 

After several calls and attempts, I believe it was in Aug 2025 someone finally said they would escalate the problem and I'd get the credit for the overpayments. I got a little credit so I thought the problem was being resolved.

The months following, I didn't get any credits. In fact, the bill went up to $68 from $65/ month when the price of $30 was supposed to be guaranteed for TWO YEARS.

I went into the chat mode a couple of weeks ago and what ensued was just DISRESPECT.

I was transferred over and over to different reps. I had to explain the problem over and over. One rep even told me the amount was going to be credited for about $1000. They all would try to sell me an xfinity line and not take care of the problem. They all used the courteous words that they would either take care of the problem, or that I should be assured I had been transferred to the right person, or that they would escalate, or that they would transfer me to a supervisor- and NONE OF IT WAS TRUE. I was working all day from home so I had the chat open and it kept going on for about 8 hours. Reps kept starting to chat I would explain the problem they would drop and switch to another rep. They were trying to tire me out. They kept dropping and a new rep would come on the chat. This went on for hours and about 13 reps or more I lost count.

I haven't gotten the problem resolved either by calling or chatting, the reps just transferred me infinitely and lied over and over. This email does not express eloquently how utterly insulted I am at such blatant disrespect and maltreatment from your company. I literally waited it out to see how far those reps would take it and the nightmare never ended until I turned the chat off. I was transferred to about 13 reps over and over. I also asked to receive a transcript of the chat and reps would tell me to click here and there and none of the things they said worked so I had to take screenshots of the chats.

I have screenshots of the chats. The records of these chats are also in your records for sure. Please let me know how you will take care of this issue. 

I have exhausted all mechanisms to bring accountability and it seems your customer service is just there to tire me and make me give up and continue overpaying from what was promised and fully discussed with your company.

I hope you will listen and respond to my issue and resolve it once and for all in a timely and courteous manner.

Sincerely,