Attempt to Resolve Billing Issue and Unresolved Fraud Claim

I am requesting assistance from an Xfinity representative who can review my existing fraud complaint, investigate continued billing after my mobile number was transferred, and help bring this unresolved matter to a conclusion. If you need me to provide the Fraud Claim Number, let me know.

Before beginning, I do want to express my appreciation for the services Xfinity provided while I was a customer. While I could afford it, it was fairly affordable and fast. I also want to recognize a representative I spoke with recently, Eunice, who was honest and willing to clarify information that had previously been misrepresented to me.

I value companies that strive to provide quality, ethical customer service. My experience with Xfinity has included positive interactions, and I would certainly consider returning when my financial circumstances improve.

1. Original Fraudulent Misrepresentation and Financial Hardship

After canceling Xfinity Internet on August 1, my mobile charges increased substantially because my previous plan had included free mobile service when bundled with internet.

Because I could no longer afford the higher mobile payments, I contacted Xfinity for assistance. A representative offered a one-time discount and assured me that I could continue calling each month for additional discounts if I retained the mobile service.

I specifically questioned whether future representatives would honor this arrangement and was reassured that they would. I relied on that assurance rather than switching carriers.

On October 9, I called Xfinity support for the next monthly discount, and Eunice honestly explained that the discounts were available only once. Understanding my financial situation, and acknowledging the misleading and potentially fraudulent behavior on the previous representative's part, she advised me to (1) obtain another phone, (2) cancel/discontinue service, and (3) pursue a fraud complaint so that I could receive a refund for the charges.

Had I received accurate information initially, I would have switched carriers sooner and avoided additional charges.

2. Failure to Process Cancellation and Continued Billing

Approximately four days later, I obtained a replacement phone through an assistance program, contacted Xfinity for my transfer PIN, transferred my number, and explicitly requested cancellation, as instructed.

On October 23, representative Ram confirmed that my mobile service was disconnected.

Nevertheless, on October 29, Xfinity processed an automatic payment of $78.35.

During my subsequent call, Malik stated that my mobile services had only become inactive that day. He further explained that the payment would reactivate my service and instructed me to call again on November 8 or 9 to request disconnection.

This is concerning because I had already transferred my number and requested cancellation approximately two weeks earlier. Xfinity's published policy also indicates that transferring a mobile number to another carrier automatically cancels that line.

I am requesting an investigation into why my cancellation apparently was not properly processed and why billing continued.

3. Unresolved Fraud Complaint and Escalation

When I transferred carriers, I explained the original misrepresentation and was assured that a fraud complaint would be submitted, with a response expected within approximately one week.

When no resolution followed, I contacted Xfinity on October 23. Ram assured me that he had escalated the matter and that I should expect resolution by October 29 or 30.

On October 29, Malik confirmed that a ticket remained open and pending.

However, he could not establish when my original complaint was submitted, whether Ram's escalation had been acted upon, or why the previously communicated timelines had not been met. He also did not contact the appropriate department to obtain this information during our conversation.

When I asked about Ram's escalation and promised resolution date, Malik explained that escalation meant informing a supervisor or manager. However, this did not address my actual concern:

Ram had specifically assured me that I should expect a resolution by October 29 or 30. I still have no confirmation of what action was taken or why that commitment was not fulfilled.

4. Continued Billing Despite Financial Hardship

Throughout these interactions, I repeatedly explained that I could no longer afford Xfinity's increased charges.

I asked Xfinity for guidance, took specific actions to avoid further charges, received assurances that those actions had been completed, and was subsequently told information that contradicted those assurances.

Despite repeatedly explaining my financial hardship, I was encouraged to retain service based on assurances later determined to be inaccurate. After following Xfinity's guidance and taking steps to discontinue service, I continued to be billed.

I am concerned that these circumstances have effectively kept me in a cycle of continued billing and delayed resolution, despite my repeated efforts to discontinue services I could no longer afford.

I request that Xfinity investigate whether its representatives' statements, handling of my cancellation, and subsequent billing practices resulted in my being improperly retained as a paying customer.

5. Requested Resolution

I respectfully request that Xfinity:

1. Verify cancellation: Confirm my number-transfer date and the effective cancellation date of my mobile service.

2. Investigate billing: Explain the October 29 charge and Malik's statement that payment would reactivate service and require another cancellation.

3. Refund disputed charges: Reverse or refund improper charges, including those resulting from the original misleading assurances.

4. Review recordings: Examine the original discount assurances, my conversations with Eunice and Ram, my mid-October cancellation request, and the October 29 call.

5. Confirm case status: Provide the original submission date, current status, and actions taken on my existing fraud complaint, including Ram's escalation.

6. Prevent further charges: Confirm that service is fully canceled, no unauthorized reactivation will occur, and automatic payments for disputed service charges have stopped.

7. Respond in writing: Provide the investigation findings, refund decision, and anticipated resolution timeline.

6. Closing

I made repeated, good-faith efforts to resolve this matter, as documented by my telephone conversations with Xfinity representatives, and consistently followed their instructions.

I appreciate the employees who have genuinely tried to assist me, particularly Eunice, whose honesty demonstrated the kind of customer service that builds trust and loyalty; I
would welcome the opportunity to return to Xfinity when I am financially able to do so. A fair and timely resolution would help restore my confidence in the company.

Thank you for your attention, assistance, and commitment to resolving this matter.