Official Complaint: Repetitive Billing Errors and Inability to Cancel Service due to System Glitch

I am writing to formally lodge a complaint regarding a persistent system error with my NOW Xfinity prepaid internet service that has resulted in overcharging and unresolvable account issues.

I have been a customer for six months. Initially, the service was satisfactory. However, the experience became unacceptable when I moved to a new address. Because Xfinity NOW does not allow service transfers, I followed instructions to cancel my old account and open a new one.

I paid the $30 activation fee for the new address. Instead of updating, the system linked my new account to my old address, making activation impossible. An agent instructed me to open a second account, guaranteeing a fix. I paid another $30. The address remained incorrect. After waiting the promised 48 hours—and ultimately a full week—the issue persisted.

When I contacted support again, a third agent assured me the issue would be resolved if I opened yet another account. Out of desperate need for internet access, I complied and paid a third $30 fee. In total, I have paid $90 for a single active line of service.

While I finally have internet access, my online profile still shows three separate accounts and the incorrect address. Furthermore, agents via chat and phone now claim they cannot cancel the two duplicate accounts because the service is "prepaid," and the Xfinity app offers no option to cancel.

I request the following immediate resolutions:

I look forward to your prompt response and a swift resolution to this matter.