Urgent Request for Resolution – Account Errors, Unauthorized Charges, and Service Issues

Dear Xfinity Mobile Customer Service,

I am writing to express my deep frustration and concern regarding the numerous unresolved issues I have experienced with your service. Below is a detailed timeline of the events:

Aug 27: I canceled one of the two mobile lines on my Xfinity Mobile account.
Aug 28: I requested to restore service for the remaining mobile line, explaining that I had moved to another state and no longer needed home internet. I clearly stated that I only wanted my mobile service restored. I spoke with a representative for over 1.5 hours, and when I couldn’t stay on the call any longer, she promised to call me back at 12:30 PM the next day. I confirmed the callback multiple times, and she assured me it would happen.
Aug 29: I waited for the promised call, but it never came. As a result, I had to drive without phone service, putting myself in a dangerous situation.
Aug 30: I spent almost two hours trying to recover my mobile service using a workaround via a company Wi-Fi number. The representative assured me I could keep my old number and that no extra charges would apply. However, my old number was deactivated, and only a new number became active. This caused significant inconvenience, requiring me to update my contact information everywhere—from utility accounts and mail to Netflix.
Sep 9: I was charged $65, and a Wi-Fi device I did not need was shipped to my previous, unoccupied address.
Sep 12: I was charged an additional $71.88 without proper explanation.
Later in September: After another exhausting two-hour call, I finally received a refund. However, the representative was unable to locate my new number in the Xfinity system.
Around Oct 15: I was charged approximately $87 again for no clear reason (why do these automatic charges keep happening?!). I called 800-266-2278, and after a brief 5-minute call, I was told the charge would be refunded within 30 minutes.
Shortly afterward, I was the victim of suspicious charges: a $999 iPhone payment attempt and a $356 charge from Comcast (which appears to be affiliated with Xfinity).

Following this, I contacted Xfinity again. The representative said my phone number was not associated with any account and only helped to link it. She told me I’d need to wait until the next day to learn more about the billing. It seemed like Xfinity was far more concerned with collecting money than addressing my serious issue of potential fraud.

I left a message for Xfinity Customer Service and spoke to another agent. While I received confirmation of the $87 refund, the representative only explained the reason for that charge and failed to address the more critical matter of potential fraud caused by Xfinity’s automatic payment system.

After repeatedly explaining the situation, I asked if the $999 and $356 charges were made by Xfinity. Only then did the representative admit they had no idea. I was told they would send an official email to my credit card company confirming that "Xfinity is not responsible for any future payment requests." The email never arrived.

In November, I logged into the Xfinity website and attempted to manage device payments. The site displayed the message:
"Looks like you don't have Xfinity Mobile service. Select your mobile plan and pick from the latest devices (or bring your own) to start enjoying the nation's most reliable 5G network."
I was unable to make a payment.

Now I have received this threatening message:

“We have attempted to contact you regarding your past due balance. Because the balance remains unpaid, your Xfinity Mobile service has been suspended.
The outstanding amount is $75.92. Please make a payment to avoid your account being sent to a collection agency.
Make a Payment
If the Xfinity Mobile app was installed on your device, your protection has been canceled.
California Debt Collector License Number: #[Edited: "Personal Information"]”

I find this deeply disturbing and unfair, especially since your system prevents me from making a payment, and I have valid reasons to avoid re-enabling auto-pay, as you are well aware.

At this point, I no longer trust Xfinity. I urge you to resolve this matter immediately, and to provide:

1. A full explanation for the $75.92 charge and previous incorrect charges.

2. Written confirmation that Xfinity is not responsible for the unauthorized $999 and $356 charges, as my card provider requires.

3. Assurance that my account and payment methods are secure and protected from further abuse.

4. An apology for the stress, inconvenience, and potential financial risk I’ve endured.

Thank you for your prompt attention to this matter.
I hope this situation can be resolved swiftly and fairly.

Sincerely,

Ju [Edited: "Personal Information"]