I Need Help Resolving an Ongoing Billing Dispute That Has Been Going On Since May

I need help resolving an ongoing billing dispute that has now been going on since May. I'm posting this publicly because I've exhausted multiple phone calls, have repeatedly been told different things by different representatives, and I'm hoping someone with the authority to review my account, the call recordings, and the account notes can finally resolve this.

This is a long post, but the details matter because each event led to the next.

Background

My mother and I were on Xfinity Mobile's By the Gig plan. Before any of this happened, our monthly bill was consistently around $56. We have never had a history of excessive data usage or unexpectedly large bills.

Beginning in March 2026, I received text messages indicating our By the Gig data usage was increasing. One alert indicated we had reached 100% of our monthly data, another later indicated 80%, and another indicated 100% again.

Each time I received one of those alerts, I checked both my phone and my mother's phone.

On every occasion, the Wi-Fi indicator on both phones showed that we were connected to our home Wi-Fi network. Based on what the phones visibly displayed, we believed everything was working normally and that both devices were using our home internet connection.

We had absolutely no reason to believe otherwise.

It was not until much later that I discovered there was actually a Wi-Fi network error that was only visible after completely expanding the notification panel. Until I did that, every visible indicator suggested the phone was connected to Wi-Fi.

That hidden network error is what ultimately led to this entire dispute.

May 11 – The Original Phone Call

On May 11, Xfinity attempted to automatically debit $936.16 from my checking account.

Thankfully, my bank rejected the transaction.

Had that payment gone through, it would have essentially wiped out my checking account and thrown all of my other bills into chaos.

I immediately contacted my bank and instructed them to prevent any additional attempts to debit my account because I was concerned that once my paycheck cleared, another automatic withdrawal might occur.

While at work that same day, I contacted Xfinity.

During that conversation, I explained what had happened and also discovered that another billing cycle was on pace to generate yet another extremely large charge.

The representative recommended that I immediately switch my plan from By the Gig to Unlimited because doing so would eliminate that second large charge while it was still within the current billing cycle.

I agreed to switch to Unlimited.

I made that change for two reasons:

1. To eliminate the second large charge.

2. To ensure this situation could never happen again.

The representative then told me that the original $880 dispute would be submitted for investigation.

I was specifically told not to worry.

I was told the investigation should take approximately 10–14 business days.

I was also told that someone would contact me with the results.

No one ever contacted me.

I waited beyond that time because I assumed the investigation was still in progress.

Nothing happened.

June 11 – The Supervisor

By June 11, I still had not heard anything.

The bill still had not been corrected.

I called Xfinity again.

After speaking with representatives, I eventually spoke with a woman who identified herself as a supervisor.

She initially maintained that the charge was legitimate.

I explained why I disagreed.

I explained that we had no idea the phone had stopped properly using Wi-Fi because every visible indicator on the phone suggested it remained connected.

I also pointed out that if Xfinity reviewed my previous billing history, it would show that we consistently had a very small monthly bill.

We had absolutely no reason to intentionally allow our bill to suddenly increase to nearly $1,000.

The supervisor initially offered me a partial credit along with an arrangement where the remaining balance would essentially be paid over time through higher monthly bills.

I declined because I did not believe a partial resolution was appropriate under the circumstances.

During that conversation I became frustrated.

I realized my frustration was showing, and I apologized because I understood she was trying to help me and I did not want her to think my frustration was directed at her personally.

She told me she understood and that it was okay.

She then placed me on hold while she checked to see what else could be done.

When she returned, she told me she would be applying an $880 credit to my account.

She specifically told me that after the credit was applied, the only remaining balance from the previous billing period would be $56, and that going forward I would simply owe the new Unlimited plan amount of approximately $115 per month.

Because this was such a significant change, I asked her multiple times to confirm exactly what she was telling me.

Each time, she confirmed that I would be receiving the $880 credit.

At no point during that conversation do I recall being told the credit still required approval, further review, or could later be denied.

She also told me that approximately three hours after our phone call the account would reflect the credit.

I finally felt relieved.

After everything that had happened, I believed the issue had finally been resolved.

Unfortunately, it wasn't.

The credit never appeared.

June 25 – Yet Another Call

By June 25, nothing had changed.

The $880 credit still had not appeared.

I called Xfinity again.

This call immediately became confusing.

For years my mother has had me on the account specifically so I could help manage it.

I pay both the Xfinity Internet and Xfinity Mobile bills.

I had previously received authentication codes on my phone.

I had previously discussed billing issues.

I had previously changed our mobile plan from By the Gig to Unlimited.

Despite all of that, I was suddenly told I was only a viewer on the account and that authentication codes could not be sent to my phone.

Instead, my mother's phone had to be used.

This made no sense to me because my phone number is also the primary number associated with the mobile account.

My mother ultimately joined the call so we could continue.

I was transferred between four different representatives.

Each representative reviewed the June 11 notes.

Three representatives indicated they saw the $880 credit discussed in those notes and understood why I was calling.

I was then transferred to a fourth representative.

He also reviewed the account and initially appeared to understand the situation before placing me on hold for several minutes.

When he returned, he informed me that the $880 credit had been denied.

I was shocked because that was completely different from what I had been told on June 11.

I explained that I had specifically asked the supervisor multiple times to confirm I would receive the credit.

I explained that she repeatedly confirmed it.

I explained that she had told me exactly what my remaining balance would be.

I explained that she told me the account would reflect the credit approximately three hours after the phone call.

I also explained that nothing had ever been said about further approval or the possibility that the credit could later be denied.

During our discussion, the representative referenced the March and April usage notifications as support for Xfinity's position.

I explained that we had not ignored those notifications.

Every time one was received, I checked both phones.

Each time, both phones appeared to be connected to our home Wi-Fi.

We did not discover the hidden Wi-Fi network error until May 11.

The representative then began offering partial credits.

The offer increased from approximately $200, then $300, then $400, then $500.

He explained that he could not authorize anything above $500 and that anything higher required further review.

I declined those offers because I believed the June 11 supervisor had already resolved the matter by granting the $880 credit.

He then submitted another escalation for review.

He also told me he would email me a copy of that escalation within approximately 15 minutes after confirming my email address.

I never received that email.

I was also told I would be contacted after the review was completed.

Again, no one contacted me.

As of today, the charge still remains on my account.

Questions I Am Hoping Xfinity Can Answer

At this point, I am simply asking Xfinity to review its own records and help me understand several inconsistencies.

• Why was I told on May 11 that the matter would be investigated, that I should not worry, and that someone would contact me within approximately 10–14 business days, yet no one ever did?

• Why did the June 11 supervisor tell me I would receive an $880 credit, tell me my remaining balance would only be $56, and tell me the credit would appear within approximately three hours if Xfinity's position is now that the credit would not be applied?

• Why did three later representatives review the June 11 notes and indicate they also understood that the $880 credit had been granted before I was ultimately told it had been denied?

• Why was I promised a copy of the June 25 escalation by email and never receive it?

• Why was I suddenly told on June 25 that I was only a viewer on the account when I have managed the account for years, previously received authentication codes, discussed billing issues, changed the mobile plan, and regularly make payments? If I have always been only a viewer, why were those actions previously permitted? If my permissions changed, when did that happen and why?

What I Am Asking For

I respectfully ask that someone with the authority to do so review:

• the May 11 call,

• the June 11 call,

• the June 25 call,

• the associated account notes,

• the escalation records,

• and the account permissions associated with my profile.

I believe those records will accurately reflect the chronology I have described above.

If your review of those records confirms what I have described, I respectfully ask that Xfinity honor the resolution that was communicated to me during my June 11 conversation.

During that call, after placing me on hold and reviewing my situation, the supervisor informed me that Xfinity would apply an $880 credit to my account, that my remaining balance from April would be $56, and that going forward I would owe only the monthly cost of my Unlimited plan, approximately $115 per month.

Because this represented the resolution of a dispute that had already been ongoing for a month, I specifically asked multiple times to make sure I understood correctly before ending the call.

Each time, I was told that I would receive the $880 credit.

Each time, I was assured that my remaining April balance would be $56.

Each time, I was led to believe that this matter had been fully resolved.

That representation is the reason I ended the June 11 call believing this dispute was over.

I am respectfully asking Xfinity to honor that June 11 resolution after reviewing its own call recordings, account notes, and escalation history.

I genuinely do not want this to become a legal dispute or require further escalation. I would much rather resolve this directly with Xfinity, continue being a customer, and simply move forward.

My mother and I believed her phone remained connected to our home Wi-Fi because that is exactly what the phone appeared to indicate. Once we discovered the hidden network error, I immediately changed our plan to Unlimited to ensure this situation could never happen again.

I hope this matter can now be resolved based upon Xfinity's own records so that both sides can move forward.

Thank you for taking the time to read this.

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