Formal Complaint Regarding Ongoing Billing, Service, and Communication Issues – Request for Resolution

Dear Xfinity Customer Support,

I am writing to formally express my ongoing frustration with the service I’ve received from Xfinity from April to the present. Despite my repeated attempts to resolve the issues over the phone, I’ve been met with poor communication, billing errors, and a general lack of support or accountability. I am now requesting a full review of my account and a resolution that reflects the time, money, and energy I’ve lost dealing with these issues.

In April 2024, I was advised by an Xfinity representative that it would be cheaper for me to keep my service active during a move rather than disconnect. That advice turned out to be costly and misleading—I’ve paid for services I didn’t use for several months, which placed an unreasonable financial burden on me and my family.

Later, I discovered I was also being charged for home security services I did not knowingly authorize. I have called numerous times to address this and other billing issues, only to be transferred repeatedly to the wrong departments, forced to re-explain my situation over and over, and left without any real solution.

Over the course of 15 to 20 hours of phone calls this year, I’ve dealt with service reps who often could not understand what I was asking or were unable to effectively communicate. In one case, a representative promised to reduce my bill to $50/month, only for me to find that not only had the bill not changed, but an additional line had been added to my account without my consent.

Following this, I also discovered that despite paying for 1200 Mbps internet, I was only receiving 600–800 Mbps. A technician visit helped, but I still never received the full speed, so I downgraded my plan to match the actual performance. Even then, the extra mobile line was not removed, and I was charged an additional $25.

Today, after finally getting the mobile department to fix that issue, I was forwarded to the Loyalty Department, then to a Spanish-speaking representative (I don’t speak Spanish), and eventually back to Billing, where I was asked repeatedly if I wanted to disconnect my service—even though I was trying to resolve an ongoing issue, not cancel. When I asked to speak to someone else, I was refused.

This level of disorganization, miscommunication, and upselling of services I did not ask for is unacceptable. As a long-time customer who has tried every reasonable avenue to fix these issues with patience and professionalism, I now expect the following:
1.A full review of my account for unauthorized services and charges.
2.Immediate correction of any remaining billing errors, including removal of any services or charges added without my explicit consent.
3.A detailed explanation of how my account was mishandled.
4.Compensation for the time I’ve spent (20+ hours) and the inconvenience caused.
5.A formal assurance that these practices—unauthorized upselling, billing inconsistencies, and poor customer support—will not continue.