Formal Complaint – Unresolved Billing, Device Return Failure, and Service Cancellation Request (account [Edited])

Dear Xfinity Customer Relations Team,

I am writing to formally file a complaint regarding a long-standing pattern of poor service, misinformation, and unresolved billing issues associated with my Xfinity account.

Since the beginning of my relationship with Xfinity, I have experienced continuous problems with your internet service. Unfortunately, these issues have now escalated after adding mobile lines and Apple Watches that were originally offered as part of a promotion and are now being incorrectly billed.

Current issue (Apple Watch – Standalone activation):
I contacted Xfinity Customer Service regarding an Apple Watch that could not be activated in standalone mode. After reviewing the device remotely, your representative confirmed that the watch cannot be activated as standalone, assured me that I qualified for promotional credits, and explicitly stated that:

• A replacement watch would be sent, and

• A return label would be emailed to me within 48 hours so I could return the non-functional device.

That return label was never sent.

Due to this failure on Xfinity’s part, I was forced to visit the Pinecrest / Palmetto store in person. There, I was informed that:

• The device could not be accepted without a return label (despite this being Xfinity’s failure), and

• The staff was unable to activate the replacement watches as standalone devices either.

This represents a complete breakdown in process, accountability, and customer support.

My formal demands are as follows:

1. Immediate reversal of all charges related to the Apple Watch. I will not accept being billed for a device that does not work as promised and was misrepresented by your own support team.

2. Written confirmation that no current or future charges will be applied related to this device.

3. Clear instructions for returning the watch (label and address), as I no longer wish to keep or use any Xfinity mobile devices.

4. Immediate assistance to cancel my internet service as soon as contractually possible.

I want to be very clear: I no longer wish to maintain any products or services with Xfinity. This decision is entirely the result of repeated service failures, misinformation, and an inability to resolve basic operational issues.

For the sake of your company’s future, I strongly suggest a serious review of customer service training, internal processes, and accountability. Experiences like this are exactly why customers leave — permanently.

I expect a prompt written response confirming resolution of the points above.

Sincerely,
Daniel [Edited: "Personal Information"]