Ongoing Unresolved Billing & Service Issues – Request for Urgent Resolution and Escalation

Dear Xfinity Support,

I am extremely frustrated with the ongoing issues related to my account and the lack of proper resolution, despite multiple calls to your support team.

I have contacted Xfinity support at least five times regarding the same issue. Each time, I’ve had to explain the situation from the beginning, as if no notes were left by previous agents. During several of these calls, the line was disconnected abruptly, and no one has called me back—even though the issue remains unresolved.

Here’s a summary of the problem:

• In April 2025, I purchased a new phone with a trade-in, and I paid the associated charges.

• Unfortunately, I was unable to return the trade-in device within the expected timeframe, so I called Xfinity support.

• One of the support engineers informed me that the mobile order was incorrect and promised to place a new order for an iPhone 16E. He also mentioned I could return both the trade-in and the first phone, and the charges would be refunded.

• However, I never received the refund for the charges made in April.

• Additionally, I discovered an unknown mobile line added to my account, for which I’ve been charged. Due to this, I was overcharged for April, June, and July 2025.

• Despite being told multiple times that these issues would be resolved and that I would receive a refund, nothing has been done so far.

Every weekend for the last three weeks, I’ve spent time trying to follow up. Each time the call either gets disconnected or I’m told the same thing—without any real action taken.

This is extremely unfair and disappointing. I would like to know:

1. Why are there no notes or follow-ups from previous support interactions?

2. How can I escalate this issue?

3. Is there a grievance or escalation email/contact where I can raise this concern formally?

Please treat this as an urgent request for resolution and provide a clear path forward.