Visitor
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1 Message
Billing
am writing to formally dispute ongoing billing inaccuracies on my account and to file a complaint regarding unprofessional conduct by a customer service representative at Xfinity on May 11, 2026, at approximately 5:19 PM.
During this interaction, the representative, Margie, demonstrated conduct that was unacceptable and inconsistent with reasonable customer service standards. She repeatedly interrupted me, refused my request to escalate the call to a supervisor, and created disruptions on the line that interfered with effective communication. This behavior is inappropriate and warrants internal review.
More importantly, this issue stems from an unresolved billing dispute. In February, I contacted your company to reduce services associated with an address where I have never resided. At that time, I was quoted an adjusted balance of $79.00 and assured the matter would be corrected. Despite multiple follow-up calls and confirmations from representatives, including an individual named Verun, no corrective action has been taken.
There has been no service activity at the address in question, which should be verifiable through your account records. Continued billing under these circumstances raises concerns regarding billing accuracy and compliance with consumer protection standards.
Please consider this correspondence a formal notice of dispute under applicable consumer protection guidelines. I am requesting the following:
A full audit and correction of all billing associated with the disputed account
Written confirmation that all inaccurate charges have been removed
Documentation reflecting the account has been properly adjusted and is no longer incorrectly billed
A formal review of the conduct displayed by the representative involved
If this matter is not resolved promptly, I am prepared to file formal complaints with the Federal Communications Commission and the California Attorney General's Office, as well as pursue any additional remedies available under state and federal consumer protection laws.
Given the length of time this issue has remained unresolved, I request a written response within 5 business days of receipt of this letter confirming corrective action.
I have been a loyal customer for over 25 years. However, failure to resolve this matter will leave me no choice but to reconsider my continued business relationship with your company.
I expect this issue to be handled with urgency and professionalism.
Sincerely,
Sherrain Turner
XfinityCliff
Official Employee
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212 Messages
6 hours ago
Hello @user_wrtgw4, and thank you for taking the time to share this with us on our Xfinity Community forums.
We understand how concerning it is when billing issues remain unresolved, especially after multiple efforts to have them corrected, and we’re equally troubled to hear about the experience you described during your recent interaction. This isn’t the level of care or professionalism we expect in our customer engagements.
We’d like the opportunity to review both the billing concerns and the interaction you referenced, so this can be addressed properly. Please send us a direct message* with your full name, and the service address in question, and, once we have you verified on the account, our team will take a closer look. We appreciate you bringing this to our attention and look forward to assisting further.
How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
3. Click the "New message" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
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