Cancellation Escalation

Hello,

I am writing to formally document an ongoing issue that has still not been resolved despite multiple chats, calls, and hours spent attempting to correct it.

On January 23, 2026, I requested cancellation of my Xfinity services and was informed that the account would be scheduled for cancellation effective January 25, 2026. Since then, I have continued to receive bills and payment attempts, and I have spent significant time over the past several days speaking with multiple agents who have provided conflicting information, disconnected chats, and promised callbacks that never occurred.

Most recently, I was again told that a cancellation would be processed and that I would receive a call for verbal confirmation; however, this process has already failed once, and the issue remains unresolved. This has become extremely frustrating and time-consuming.

Please escalate this matter immediately and provide the following in writing:
1. Confirmation that my service is fully canceled effective January 23, 2026.
2. Removal of any charges billed after the cancellation date, including late fees.
3. Confirmation that the account balance reflects only any legitimate prorated amount (if applicable).
4. Written confirmation that no negative reporting or credit impact will occur as a result of this billing error.

I expect this matter to be corrected promptly. I have retained full transcripts of my prior cancellation request and all subsequent communications should further documentation be required.