DISCONNECT

Dear Xfinity,

I am extremely frustrated with how my customer service issues have been handled. I called in June to schedule my disconnect date and to make sure I understood the steps needed to fully discontinue service, as I was moving in August.

Despite this, I was billed in August — and not only billed, but charged more than my usual amount. I paid it, assuming it was the final amount owed for disconnection. Then in September, I was billed again, and again in October. I called customer service again to fix the issue. On that call, I was assured that my service was disconnected and that someone would follow up with me regarding the incorrect charges. I was also told that this error was on your end, not mine.

It is now December, and I continue to receive overdue notices stating that my services are shut off due to nonpayment. That is fine — I have made it clear through multiple phone calls and through your online chat that I no longer want your services. Your online support told me they could not help and that I needed to call, yet calling has only resulted in misinformation and no resolution.

I am unwilling to keep calling when your representatives fail to resolve the issue and provide incorrect information. It seems clear that employees need further training on how to properly handle account disconnects and customer concerns.

I will not be paying the outstanding balance, as the charges are the result of your failure to properly disconnect my service. I am outraged by how much time and effort I have had to spend trying to correct an issue that was supposed to be handled months ago. You need to close my account immediately and remove the incorrect charges.

This situation is unacceptable.

Sincerely,

[Edited: Personal Information]