BBB Complaint: Xfinity - Account Access Failure & Unjust Bill

Complete complain submitted to BBB:

Description of complaint:
BBB Complaint: Xfinity - Account Access Failure & Unjust Bill
Ordered Xfinity service (plan $29.99/$19.99 w/autopay) on 3/12/25 (confirmation email received). Immediately faced inability to access my account. Contacted Xfinity multiple times; long waits, ineffective assistance. Tried all suggested fixes (cookies, browsers, app, password reset) - none worked. Despite agent assurance, access failed. Could not set up autopay due to this. NO service was ever activated by me. On 5/7/25, Xfinity call and claim I own bill about $59 - completely unwarranted. Called to explain ongoing access issue & lack of activation. Tech cited "security issue," suggested in-store visit (claimed inability to see ANY account/billing info). This contradicts billing. Due to Xfinity's failure to provide account access despite my efforts, I rejected the unreliable service and requested order cancellation & bill removal. Tech couldn't assist. This entire situation is due to Xfinity's system/access issues, preventing my account use and service activation. I have NO obligation to pay this erroneous $59 bill for a service I couldn't access and never used. Request immediate cancellation of order and removal of the $59 charge. 

Account/Order/Tracking number:
[Edited: "Personal Information"]