Issue with Xfinity Account

Dear Customer Service,

I am writing to express my dissatisfaction with the service I have received from Xfinity. I have been a loyal customer since 2017, but recent experiences have left me frustrated and disappointed.

On July 11, Xfinity turned off my service because of a cancellation request, which was a red flag because I was happy with my service and never requested a cancellation. Realizing I have new neighbors I assumed there was a mistake and my account was affected. Thinking this would be an easy issue to solve since I have been a good customer and desired to continue using your service, I called your customer support number (888.947.6087) and on the first call your representative told me I would have to pay for another months service before they would be able to restore my service. This puzzled me since I paid on June 20th and shouldn't have to pay again until July 20th. So my response was requesting to speak with a supervisor, but when I was put on hold and after a 16 minute conversation I was disconnected. Thinking this was an accident I called back at 4:22P and after talking to the second person and telling me they couldn't find my account they told me I wouldn't have to pay my bill, but I would have to pay a restoration fee, even though I never requested any adjustments to my service, I again not understanding why I would have to pay for something that I did not request I asked to talk to a supervisor to which I was hung up on again after another 16 minute conversation. Extremely frustrated that this was so complicated and was told multiple different stories when I called back at 4:48P I requested to talk to a supervisor right away, but your representative asked me to tell him my problem before he could switch me to a supervisor so I tell him everything I was dealing with and he told me I would have to pay a 120.00 dollar fee to restore my service. So I asked to talk to a supervisor and to my surprise I wasn't immediately hung up on, but your representative actively refused to pass me along to a supervisor. So after talking to your customer service representatives for over 45 minutes and no one was able to assist me after Xfinity made a mistake by canceling the wrong account. The next day I thought of going into a store and talking to one of your employees at 3128 N Ashland Ave, Chicago, IL 60657. Your employee there was able to confirm that even after 7 years of service and no issues when a new customer used the same apartment number as me it automatically canceled my account and even though my account was established in 2017, anyone could just cancel my account and the only way to restore service would be to pay the 120.00 dollar restoration fee and getting someone to my house to reinstall cable even though they did that when I initially started my contract with Xfinity. Despite my attempts to resolve these issues, the problems persist. This has caused me inconvenience and has not reflected the level of service I expect from Xfinity.

I kindly request the following actions to resolve these matters since I can not edit anything in my billing or view my documents in my account and my account says I will be charged my routine amount for July, I would like that charge removed. First, I never contacted anyone to cancel or adjust my services, and second, the aggravating and frustrating experience talking to your representatives over the phone and in person, because of a mistake I had nothing to do with.

I value my relationship with Xfinity and hope to resolve these issues promptly. Please contact me at your earliest convenience at [Edited: Personal Information] or [Edited: Personal Information] to discuss this matter further.

Thank you for your attention to this important issue. I look forward to your prompt response and resolution.

Sincerely,

John [Edited: Personal Information]