Overcharging for years.

To Whom It May Concern:

I am writing to formally document a serious billing issue with my Xfinity account that has resulted in years of overcharges for services I cancelled a decade ago.

Ten years ago, when my daughter entered college, I cancelled my cable service and opted only for internet service. Some time later, I moved, and my bill increased dramatically. When I contacted Xfinity to inquire about reducing my charges, I was told it could not be reduced. Over the past 4-5 years, I have called multiple times on your recorded lines attempting to have my charges reduced.

Approximately one month ago, my internet service experienced problems. My boyfriend ran diagnostic tests and discovered I was receiving only 12 Mbps download and 1.28 Mbps upload speeds. When he examined my equipment and installed upgrades, he asked to see what speed I was paying for. Upon reviewing my bill, he discovered I was being charged $178 per month: $75 for internet and $103 for a landline, cable service, and streaming service that I had cancelled ten years earlier.

He accompanied me to the Xfinity store in Bellevue to cancel everything except internet service. The store clerk confirmed the services had been removed and suggested upgrading to 1 Gbps for an additional $5 per month. He provided us with a card containing Xfinity's customer service number and advised us to contact them directly for a refund, as the maximum he could authorize in-store was $100.

I contacted a Xfinity agent and explained the entire situation. He promised to escalate the issue and assured me someone would contact me within 24-48 hours. After five days with no response, I called again. The wait time was nearly 50 minutes, so I selected the callback option. No one returned my call. I experienced the same issue again several days later.

On the evening of November 3, my boyfriend joined me on a call with Xfinity. We learned that nothing had been done—the cable, phone, and streaming services remained active on my account. Once again, the agent promised to escalate the matter. We have yet to hear back.

I am requesting:

1. Immediate removal of all services except internet from my account

2. A full refund for the unauthorized charges over the past ten years (approximately $103 per month)

3. Written confirmation of these actions

I have been a customer for many years and have documented evidence of multiple attempts to resolve this issue through your recorded customer service lines. If this matter is not resolved promptly, I will be forced to seek legal counsel and file a complaint with the appropriate consumer protection agencies.

I expect a response within 5 business days.

Sincerely,

Milla [Edited: "Personal Information"]

11/04/2025