file a formal billing dispute

To Whom It May Concern,

I am writing to formally dispute charges that have been billed to my Xfinity account for equipment and services that I never received.

In October 2025, I signed up online for Xfinity Smart Home service. During the enrollment process, I was advised that the required equipment would be shipped to me and that an installation appointment would be scheduled after I received it. Shortly thereafter, life became very hectic, and I admittedly never followed up because I assumed Xfinity would contact me when the equipment shipped or when it was time to schedule the installation. I completely forgot about the order until several months later, when I took a closer look at my monthly bill.

To my surprise, I discovered that I had been billed every month since October 2025 for a Xfinity Smart Home Entry Kit, a Xfinity Indoor Camera, installation, and Smart Home service. However, I never received any of the equipment, no installation was ever scheduled or performed, and I never had the ability to use the service because I did not have the required equipment. Despite this, Xfinity continued billing me month after month for products and services that were never provided.

Upon discovering these erroneous charges, I immediately contacted Xfinity's billing department. I explained the situation and was assured that the issue had been resolved, that the charges would be removed, and that I would receive a credit on my account. During a subsequent chat with a Xfinity representative, I was again told:

"That will be added after 7 days and will reflect on your account. On 12th of June."

Despite these repeated assurances, my most recent bill now includes an additional charge of $184.00 for the remaining installment balance on equipment that I never received. Rather than correcting the billing error, Xfinity has continued to bill me for products I do not possess.

Since first reporting this issue, I have contacted Xfinity multiple times by both phone and online chat. Each time I was told the matter had been resolved, yet the incorrect charges have continued to appear on my account. During my most recent interaction on June 20, 2026, I explained that I had already spoken with several representatives and had repeatedly been assured the issue was fixed. I even requested to speak with someone by phone because my previous attempts through customer service had been unsuccessful.

I have been a loyal Xfinity customer for more than five years, and it is extremely disappointing that a billing error of this nature has been handled so poorly. The repeated misinformation, broken promises, and failure to correct what should have been a straightforward billing error have completely eroded my confidence in Xfinity's customer service. As a direct result of this experience, I have cancelled my Xfinity service and moved to another provider.

I respectfully request that Xfinity immediately:

• Conduct a full investigation into the charges for the Xfinity Smart Home Entry Kit and Xfinity Indoor Camera.
• Remove the $184.00 remaining installment charge from my account.
• Refund or credit all monthly charges related to the Smart Home equipment, installation, and service that have been billed since October 2025.
• Confirm that the Smart Home equipment was never delivered and that no installation was ever completed.
• Provide written confirmation that this billing dispute has been resolved and that my account reflects the appropriate corrections.

I have made every reasonable effort to resolve this matter directly with Xfinity through multiple phone calls and online chats. Despite repeated assurances that the issue had been corrected, the erroneous charges continue to appear on my account. As a customer of more than five years, I expected far better treatment and a genuine effort to correct what is clearly a billing error.

I respectfully request that this matter be resolved immediately. I request a written response within fourteen (14) days of receipt of this letter confirming that the disputed charges have been removed, all improper charges have been credited or refunded, and my account has been corrected.

If Xfinity is unwilling or unable to resolve this matter promptly, I am fully prepared to pursue all available remedies, including filing formal complaints with the Better Business Bureau (BBB), the Federal Communications Commission (FCC), and the Federal Trade Commission (FTC). I would much prefer to resolve this matter directly with Xfinity; however, if necessary, I will also explore any additional remedies available under applicable consumer protection laws.

I hope Xfinity will take this opportunity to correct this error promptly and restore some measure of confidence in its commitment to treating its customers fairly.

Thank you for your prompt attention to this matter. I look forward to your timely written response.

Sincerely,

Kerry Lucy