Formal Complaint – Request for Refund of Incorrect and Duplicate Charges ($126.64)

Dear Xfinity Customer Care Team,

I am writing to formally complain and request an immediate resolution regarding unresolved and incorrect charges on my account.

Below are the disputed transactions:

• 10/31/2025 – XFINITY MOBILE (Purchase 10/28) – $124.99

• 11/10/2025 – XFINITY MOBILE (Purchase 11/06) – $124.99

• 11/06/2025 – COMCAST / XFINITY – $1.65

Explanation of the issue:

On October 31, 2025, I went to Xfinity to purchase a new iPhone 17 Pro Max (orange). I was required to pay $124.99 as a fee to receive the phone. Unfortunately, the Xfinity agent mistakenly sent the phone to my old address. We were unable to change the address mid-process, so the order had to be canceled. I was clearly told that this amount would be refunded within 7 days.

After that cancellation, I purchased another phone and paid the same $124.99 fee again, which resulted in a successful order and delivery. However, to this day, the first $124.99 charge has never been refunded, despite multiple assurances.

Additionally, there is an unexplained charge of $1.65 on November 6, 2025. I have contacted Xfinity several times by phone and chat, including speaking with billing representatives, and no one has been able to explain what this charge is for.

Refund requested:

• $124.99 (duplicate/canceled phone order)

• $1.65 (unknown charge)

Total refund due: $126.64

I have contacted Xfinity multiple times and spoken with several agents, yet my issue remains unresolved. This ongoing situation has caused significant frustration. I am now requesting that this matter be escalated to someone with the authority to resolve it promptly and completely.

Please process my refund as soon as possible and confirm in writing when it has been completed.

Thank you for your immediate attention to this matter.

Sincerely,
Papsi Mutondo