Formal Dispute of Unreturned Equipment Charge and Notice of Potential Collections Referral

To Whom It May Concern,

I am writing to formally dispute the equipment charge on my closed Xfinity account concerning a cable box that your company claims I failed to return.

I previously contacted Xfinity through its online chat regarding this matter. During that interaction, the issue appeared to have been resolved. However, I continued receiving letters, emails, and text messages demanding the return of the equipment or payment for it. The most recent letter I received was a bill for the alleged unreturned equipment, which prompted me to contact your customer service department by telephone.

During that call, I was told that the equipment had supposedly been associated with my account for approximately eight years, and I was sent a photograph of the device in question. I do not recall ever having or using this equipment, and I do not possess it. I cannot return something I do not have, and I dispute any charge based solely on your internal records without supporting documentation establishing that the equipment was actually provided to me and remained unreturned when my account was closed.

I am particularly concerned that, despite my previous attempt to resolve this matter and the apparent resolution through chat, Xfinity has continued billing me and sending collection-related demands. During my recent telephone conversation, I also expressed concern that this matter could be referred to collections. I want to be clear that I dispute this charge and do not acknowledge it as a valid debt.

I am requesting that Xfinity:

1. Conduct a substantive review of the equipment records associated with my account, including the date the device was allegedly issued, the service address to which it was assigned, and any records documenting its delivery or provision to me.

2. Review the previous chat interaction in which this matter appeared to have been resolved.

3. Remove the disputed equipment charge if Xfinity cannot substantiate its claim.

4. Suspend collection efforts concerning this disputed charge while the matter is investigated.

5. Provide written confirmation of the investigation's outcome and any correction made to my account.

If Xfinity maintains that this charge is legitimate, please provide the documentation supporting that position rather than continuing to send automated notices without addressing the substance of my dispute.

I do not intend to spend additional time repeatedly contacting customer service about an issue that I have already attempted to resolve. I expect this complaint to be reviewed by someone with the authority to examine the underlying account and equipment records, not simply generate another bill or repeat the same unsupported claim.

Please treat this email as a formal written dispute of the equipment charge. If Xfinity has already referred this alleged debt to a collection agency, or subsequently does so, I expect the dispute to be accurately communicated and the account to be handled in accordance with applicable law.

Please respond in writing confirming receipt of this dispute and explaining the steps being taken to resolve it. I expect a substantive response rather than another automated demand for payment.

Sincerely,

[Edited: "Personal Information”]