refund issue

To: Xfinity Executive Customer Support / Refund Department

My name is (Edited: Personal information), and I am writing to formally request assistance with a digital refund card associated with my closed Xfinity account.

Customer Information:

(Edited: Personal information)

Refund Issuance Date: Approximately August 25, 2026
Account Status: Closed

I received and claimed my digital refund card and have the associated refund token. However, I have been unable to access or use the funds because of continuing problems with the Xfinity Refunds website.

I have contacted Xfinity numerous times attempting to resolve this issue. During a conversation with a representative in your finance department, she confirmed that the refund had been issued and that the funds had never been used.

Initially, the password-reset process failed across multiple devices. I eventually discovered that disabling Wi-Fi allowed me to reach the website. However, I am now unable to reset my password because the system rejects the answer to a security question that I know is correct. I do not recall ever establishing this security question.

An Xfinity representative previously escalated this matter, but the escalation was subsequently closed without resolving the problem.

This has been an unnecessarily frustrating and time-consuming experience. I have already claimed the refund card, and Xfinity has verified that the funds remain unused.

I am requesting the following:

1. Immediate assistance restoring access to my claimed digital refund card, including resetting or bypassing the security-question verification through appropriate identity-verification procedures.

2. If access cannot be restored, cancellation of the inaccessible card and reissuance of the full remaining balance by check mailed or other form of payment to my address on file.

3. Written confirmation of the refund amount, current card balance, and action being taken.

4. A new escalation number and identification of the department responsible for resolving this issue.

I request a written response within 5 business days.

If this matter remains unresolved, I intend to file a formal complaint with the Federal Communications Commission and appropriate consumer protection agencies.

I would prefer to resolve this directly with Xfinity and appreciate your prompt attention.

Sincerely,

(Edited: Personal information)