Formal Complaint Regarding Unauthorized Withdrawal, Financial Hardship, and Failure to Resolve

To Whom It May Concern,

I am submitting this formal complaint regarding an unauthorized withdrawal from my account and the repeated failure of Xfinity representatives to resolve the issue in a timely and accurate manner.

I have been a loyal Xfinity customer and have maintained what Xfinity designates as Diamond Status, which suggests a commitment to customer loyalty and service. Unfortunately, my recent experience has been anything but reflective of that standard.

An amount greater than what was authorized was withdrawn from my bank account by Xfinity. This error has created a significant financial hardship during an especially critical time, as I am currently in the process of relocating to another state and managing substantial moving and housing expenses.

In an effort to resolve this matter, I contacted Xfinity on the following dates:

June 4, 2026

June 11, 2026

June 15, 2026

During these interactions, I was repeatedly assured that my refund or correction would be processed and that I would receive my funds by June 15, 2026. Relying on those representations, I planned my finances accordingly.

However, on June 16, 2026, I was informed that apparently no action had been taken during my prior contacts and that I must now wait an additional 5–7 business days to receive money that should never have been improperly withdrawn in the first place.

This outcome is unacceptable.

As a consumer, I find it deeply concerning that:

Funds were withdrawn in excess of the authorized amount.

Multiple customer service interactions failed to produce any actual resolution.

I was provided inaccurate information regarding the status of my refund.

The delay in returning my funds has caused avoidable financial hardship during my interstate relocation.

I am respectfully requesting:

Immediate escalation of this matter to Executive Customer Relations.

Expedited processing and return of the improperly withdrawn funds.

Written confirmation of the refund status and timeline.

Assurance that no additional withdrawals or charges will occur following my cancellation of Xfinity Mobile service.

Please be advised that I have made the decision to cancel my mobile service due to this experience. Given the current circumstances, I expect confirmation that no further charges or automatic withdrawals will be processed for July or thereafter.

I value fair business practices and timely resolution. I trust Xfinity will take the appropriate steps to correct this matter promptly and restore confidence in its customer service processes.

I look forward to your immediate response.

Sincerely,

Chanel V. Tillman

Xfinity Customer – Diamond Status