Re: Formal Complaint — Recurring Billing Error and Unacceptable Customer Service Conduct

Account Number: upon request

Dear Comcast Customer Relations,

I am writing to file a formal complaint regarding a persistent and unresolved billing error on my account, as well as the unprofessional conduct of a customer service representative during a call today, August 3, 2026. This is my ninth call to Comcast in the past two weeks regarding the same issue, and I am requesting immediate correction of my account along with a written response confirming resolution.

Summary of the Billing Error

Approximately two weeks ago, I contacted Comcast to make a change to my service. Shortly afterward, I began receiving daily automated emails stating that my account is one month past due. This is inaccurate. My account has been current, and I have not missed a payment. I believe the service change request triggered this erroneous billing flag.

Prior Attempts to Resolve

During my sixth call last week, I provided proof of payment demonstrating that my account was current. The representative I spoke with acknowledged this and stated the error would be corrected as soon as possible. I specifically requested a callback from a supervisor to confirm the correction had been made. That callback never occurred.

Today, I received another automated email repeating the same inaccurate delinquency claim, prompting this ninth call.

Conduct During Today's Call

After verifying my identity and account information, I attempted to explain the ongoing issue to the representative. Rather than allowing me to fully describe the situation, she:

Repeated a scripted response ("I see you're behind on your bill") without acknowledging the history I had already provided in prior calls.

Insisted that she needed to hear and address the issue herself before she would connect me with a supervisor, despite my explaining that this had already been done in a prior call.

Interrupted me repeatedly while I was explaining the issue, and stated approximately five times that she did not understand what I was describing.

On a sixth attempt, characterized me as being uncooperative and rude for repeating my explanation and for requesting a supervisor, despite my having provided the same clear information multiple times.

Placed me on hold in silence for approximately four minutes.

Upon returning, told me I needed to apologize to her before she would continue assisting me or agree to escalate the call.

I ended the call at that point, as I did not believe continuing would lead to a resolution.

Approximately three minutes later, the representative left me a voicemail stating that the call had been "cut off," that she was not the representative who had originally tried to help me, and that any misunderstanding was not her fault. This message did not address the substance of the complaint and, if anything, compounds my concern about how this interaction was handled and documented internally.

Requested Resolution

I am requesting the following:

Immediate correction of my account to accurately reflect that it is current, with confirmation in writing (email or letter).

A full audit of why the erroneous delinquency notices began and continue despite prior acknowledgment of the error.

A callback from a supervisor or manager, as I originally requested last week, to confirm the correction and address the service failure.

A review of the call today, including the recorded call, for quality assurance purposes given the conduct described above.

Written confirmation that the recurring erroneous billing emails have permanently stopped.

I have now spent significant time over two weeks attempting to resolve a billing error that is not of my making, and I have been met with repeated failures to escalate, a broken promise of a supervisor callback, and disrespectful treatment during today's call. I expect this matter to be resolved promptly and would appreciate a response within five (5) business days.

Please contact me at [Edited: "Personal Information"] to confirm receipt of this complaint and to schedule the requested supervisor callback.

Sincerely,