Ongoing Billing Issue After Service Disconnection Request

Dear Mr. Karinshak,

 I am writing to express my deep frustration and disappointment with Xfinity’s handling of my account following my repeated requests for service disconnection.

Despite multiple phone calls to Xfinity customer service and hours of discussiona nd wait times, I received reassurances from your representatives that my bill would be appropriately be adjusted and dismissed, given the failure of Xfinity to disconnect my services at the requested date I had in May 2025 at which equipment was verified to be returned, which, to my surprise, the disconnection was never processed, and I had paid all the way through August 2025 given I had arranged automatic payments, hence never missing a bill deadline. During my recent call this past week, the company confirmed receipt of my returned equipment and the date I had requested the disconnection in May, and multiple times, I was repeatedly assured that the matter would be resolved and the bill would be adjusted to $0. Despite these promises, my bill remains with a balance and is now affecting my credit as it is posted late, although I have never had a late payment. This greatly grieves me as I am known to pay bills on time and wish that it would not impact my credit, at which, at this point, I fear it is. I find this completely unacceptable and unprofessional. I have spent an unreasonable amount of time and energy calling to resolve this matter, always respectfully, only to be met with conflicting information and no meaningful action, with a negative impact on my financial status outside of my control. I had switched services, for the first time, only given a better monthly deal with a competitor, but now, given this experience, I would likely not recommend Xfinity to any of my family members or colleagues, or desire to interact with this company again. 

I am requesting the immediate following actions:

1. A full review and correction of my account to remove all charges incurred after the disconnection date.

2. Written confirmation that my account has been closed with a zero balance.

3. A formal apology for the inconvenience and repeated communication failures I have experienced.

If this matter is not resolved promptly, I will have no choice but to escalate the issue further, including filing complaints with the Better Business Bureau, the Federal Communications Commission (FCC), and my state’s consumer protection agency.

I trusted Xfinity to handle my account fairly, and I expect this situation to be rectified without further delay. I appreciate your prompt attention and a written response confirming resolution of this issue, at which I will only speak with a supervisor who has the authority to resolve this issue at the time of discussion. 

Sincerely,

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Former Xfinity Account Holder