Significant Failure in service, Immediate Cancellation & Refund

Dear Xfinity Customer Support,

I am writing to formally request the immediate cancellation of my service and a full refund due to ongoing billing issues and a significant failure in service.

In December, I transitioned from an Internet Essentials plan $14.99 monthly to a new plan offering 300 Mbps internet and one year of free Unlimited Mobile. Since this change, I have experienced a complete failure of service. It was documented that on January 2, 2026, January 9, 2026, and March 27, 2026 I spent several hours at an Xfinity store and with Verizon associate member attempting to resolve compatibility issues without success.

These service failures have had serious consequences. My son has Noonan Syndrome, and we rely on a stable connection for Seattle Children’s MyChart. Due to these connectivity issues, my son has already missed a necessary surgery.

I have attempted to cancel my plan by phone since Monday, February 2, but have been repeatedly disconnected by support agents when requesting a confirmation number or email documentation. As a result, I have stopped payments for services that are not being provided.

I am requesting the following:

1. Immediate Cancellation: Formal written confirmation that my service has been canceled.

2. Refund: A refund for all payments made during this period of failed service.

3. Fee Waiver: An explanation and refund of the $20 fee charged for paying over the phone with an agent, which was not disclosed to me.

Account Details:

  - Account Number: [Edited: Personal Information]

  - Service Address: [Edited: Personal Information]

  - Account Names: [Edited: Personal Information]

I would like to speak with a representative to resolve this matter as soon as possible. I can be reached at [Edited: Personal Information]

Thank you for your prompt attention to this urgent matter.

Sincerely,

[Edited: Personal Information]