Request for Executive Escalation — Unresolved Xfinity Home Billing and Cancellation Issues

My husband and I have been Comcast/Xfinity customers since 1994, and I am extremely disappointed with the difficulty we've experienced trying to resolve basic billing issues.

Our October 2024 statement explicitly shows that our $65 Xfinity Home security package included $10 per month for 24/7 Video Recording. We have never had cameras installed in our home.

Today, I called Xfinity to request an explanation, removal of the unused recording feature, and review of the charges for a possible refund. The representative was unwilling to provide a satisfactory resolution.

I then requested cancellation of Xfinity Home security altogether, but was transferred to another representative who was unable to competently handle the request. I eventually ended the call without resolution.

This follows previous difficulties correcting an incorrect product discount on our account, as well as unsuccessful attempts to negotiate a reasonable monthly rate.

I am requesting escalation to someone with the authority to:

1. Investigate the video-recording charges and review eligibility for a retroactive refund.

2. Provide a written quote for removing the recording feature while retaining professional monitoring.

3. Provide a written quote for canceling Xfinity Home entirely while retaining our existing television and internet services, including the effect on our discounts.

4. Review available loyalty or retention pricing for our remaining services.

I do not authorize any service changes until I have reviewed and approved the proposed terms in writing.

I would appreciate direct contact from someone who can resolve these issues rather than another transfer through general customer service.