File a complaint

To Whom It May Concern,

I am writing to formally dispute two $100 professional installation charges applied to my account. I have been a customer for less than 45 days, and during that short time I have experienced nothing but ongoing service failures, billing errors, and extremely poor customer service.

Service Activation – January 17, 2026
I began new service on January 17, 2026. Immediately after activation, I experienced TV pixelation issues and intermittent internet connectivity, including Zoom freezing and repeated connection drops. The service has not functioned properly from the start.

First Appointment – January 31, 2026
When the January 31 appointment was scheduled, I was explicitly told there would be no charge for the visit. The technician arrived and performed limited troubleshooting but did not resolve the issue. He provided me with his supervisor’s phone number and advised me to call if the issue continued.

Continued Service Issues – February 2, 2026
On February 2 (9:18–9:25 PM), I contacted support again regarding connection drops and Zoom freezing. The troubleshooting did not resolve the issue. I was informed the original technician would be sent back. I also contacted the supervisor directly, who scheduled a follow-up visit.

February 13, 2026 – Supervisor Visit
On February 13, Kevin (the supervisor) came to my home, inspected the outside line, and stated there was interference and that the line needed replacement. He further indicated that due to snow conditions, the issue might not be addressed until the spring. This confirms the problem was related to Xfinity’s line and not anything inside my home.

Shortly after Kevin left, another Xfinity technician arrived unannounced. He performed no work. I informed him that another technician had just been onsite. This clearly demonstrates a lack of coordination within your organization.

Billing Dispute – February 19, 2026
On February 19 at 8:07 AM, I contacted support regarding the $100 installation charge.
I was connected with agent Dhanshri, who stated: “The ticket has been raised. No worries, the charges will be removed.”I was told I would see the credit within 24 hours. Ticket [Edited: "Personal Information"] was opened.

Billing Follow-Up – February 20, 2026
On February 20 at 8:09 AM, I was told the charge was “already reviewed” and considered valid.
I was then connected with agent Pallavi, who again stated she would waive the charges and that confirmation would be provided within 24 hours.

Escalation – February 23, 2026
At 4:15 PM, I received confirmation that escalation ticket [Edit: Personal Information] was opened.
At 5:00 PM, I was notified the escalation was closed and not approved.
Later that evening (6:22–6:35 PM), agent Kishan confirmed another refund request under ticket [Edit: Personal Information] and stated the $100 would be refunded by March 5.

January 23, 2026 – Supervisor Conversations
On January 23, I spoke with three agents, two of whom identified themselves as supervisors. I was told there was nothing they could do. When I asked whether they believed it was acceptable that I did not have properly working service, they refused to respond directly. They would not address the service failures, nor would they credit the two $100 service charges that I was clearly told would not be applied. One of these charges is a duplicate charge, as no additional installation was performed.

Summary of the Issue
• Service problems began immediately upon activation.
• I was explicitly told the January 31 visit would not incur a charge.
• The visit was to correct defective service, not to perform a new installation or relocation.
• A supervisor confirmed the outside line was faulty.
• Multiple agents promised credits and confirmed tickets were raised.
• The two $100 charges total $200 for service that did not resolve the problem and should not have been billed.

I have been a customer for less than 45 days and have experienced:

• Intermittent internet service
• Ongoing TV pixelation
• Confirmation that outside lines are defective and may not be repaired until the fall
• Duplicate and improper billing
• Repeated promises of credits that were never honored
• Dismissive and unhelpful customer service interactions

This is unacceptable.

I am requesting immediate removal and credit of both $100 professional installation charges ($200 total) and written confirmation that this matter has been resolved.

Additionally, I have cancelled my service, and would like to confirm that cancellation has been processed for March 7th, and what my final bill will be.  Given that the service has not functioned properly since activation, I expect immediate cancellation without penalty when I call to terminate service.

If these improper charges are not removed promptly, I will file formal complaints with the appropriate consumer protection authorities.