Subject: Urgent Escalation Required – Incorrect Billing & Account Errors (HOA Included Account)

Dear Xfinity Support Team,

I am requesting immediate assistance and escalation regarding a billing issue that has been ongoing for over six months. I continue to be told that the issue will be resolved, yet nothing has been corrected. Each time I call, I get “transferred to a supervisor,” only to wait endlessly on hold and never actually reach anyone. This has become extremely time-consuming and frustrating.

Background of the Issue

My Xfinity service is included through my HOA ([Edited: "Personal Information"]). I should not be receiving monthly service charges. The only time I should be billed is if I purchase a movie or add an optional service.

However, on September 12, 2025, I received an email stating that my account was overdue due to a returned bank payment. When I reviewed the details, I noticed the payment had been attempted using a bank account ending in 9700 — this is not my account.

I only have one checking account, which ends in [Edited: "Personal Information"], and I have never provided or authorized any other bank account.

Multiple Errors Identified

When I called Xfinity, your representatives confirmed:

1. Someone else’s bank account (ending in [Edited: "Personal Information"]) had been incorrectly linked to my profile.
2. I was being charged for equipment I did not have, including replacement boxes and a $30 fee for mailing a box.
3. My account was incorrectly being billed as if I had service charges due, even though my HOA covers my service.

Equipment Situation

My HOA recently upgraded to fiber, requiring new Xfinity boxes.

• The technician installed three boxes.
• One box did not work, so my husband went to the Xfinity Store to exchange it.
• The replacement also did not work.
• He called Xfinity again and was told another box would be mailed.
• We later discovered we were charged $30 for mailing the box and for extra boxes we never had.

A supervisor eventually corrected these charges and assured us the issue was resolved. Unfortunately, it wasn’t.

Ongoing Billing Problems

I continue receiving notices for late fees and past-due balances, even though:

• All previous charges were incorrect, and
• I do not owe anything because my service is included in my HOA.

Each representative I speak with promises resolution, yet nothing is fixed.

Most recently, I spent over two hours on the phone with a representative who was rude, unhelpful, and refused to remove invalid charges. She said no supervisor was available and that someone would call me back—I never received a call.

What I Need Resolved Immediately

1. Remove all incorrect charges, including any late fees and service fees that were wrongly applied.
2. Remove the incorrect bank account ending in 9700 from my profile (it is not mine).
3. Confirm that my account is properly coded as part of the [Edited: "Personal Information"]HOA bulk agreement so this does not happen again.
4. Provide written confirmation that my balance is $0 and fully resolved.

If This Cannot Be Resolved Promptly

I request a supervisor to call me directly so I can fully explain the situation and ensure the account is corrected once and for all. This has caused significant stress, unnecessary time spent on repeated calls, and ongoing frustration.

Thank you for your urgent attention to this matter. I look forward to a prompt resolution.

Sincerely,

[Edited: "Personal Information"]