Complaint

I am writing to formally dispute recent charges applied to my account related to a service visit and sensor replacements.

On02/24/2026, I contacted your chat support due to multiple sensors not functioning properly. During that interaction, the representative advised me that there was a system-wide software issue and stated that all of my sensors would need to be replaced. I followed all troubleshooting steps provided, including reboot attempts, which were unsuccessful.

Based on that guidance, a technician visit was scheduled. However, during the appointment, the installer only replaced some of the sensors—contradicting what I was told by your representative. This discrepancy raises serious concerns about the accuracy of the information I was given and the necessity of the service visit and equipment replacements.

As a result, I was charged per sensor as well as a $49.99 service trip fee. I do not believe these charges are appropriate for the following reasons:

• The issue originated from system malfunction—not user error

• I relied on the information provided by your representative in good faith

• The resolution provided did not align with what was communicated to me

• The service visit may not have been necessary had accurate information been provided

I have retained the chat transcript from that day, which documents the guidance I received, and I am prepared to provide it if needed.

Given these circumstances, I am requesting a full review of this matter and a credit for both the service visit fee and the sensor charges.

I value reliable service and transparent communication, and I trust that Xfinity will take appropriate steps to resolve this fairly.

Please confirm receipt of this request and advise on next steps.

Sincerely,

[Edited: "Personal Information"]