Payment Plan/Service Interruption

URGENT — Xfinity Mobile billing dispute and pending disconnection

I need assistance from the Xfinity Digital Care/Corporate team with an urgent billing dispute involving incorrect records of payment arrangements.

I have now experienced this problem twice.

First incident: I contacted Xfinity and an agent told me that she had established a payment arrangement for me. Before the agreed payment date arrived, Xfinity disconnected my service anyway. Two days later, an Xfinity representative contacted me regarding the situation.

That representative acknowledged the previous problem by issuing a $10 credit to my account. That credit is still documented on my account.

During that same conversation, the representative told me she was establishing another payment arrangement for me. She specifically told me that the additional payment would be scheduled for August 25, 2026, and that the payment would be spread over nine months.

My regular monthly bill is not due until August 17, 2026.

Today, August 12, 2026, I received an email and phone notification stating that my services are going to be disconnected because Xfinity claims that I have broken two previous payment arrangements.

I have not broken two payment arrangements.

The first arrangement was not honored by Xfinity even though the representative told me it had been established. The second arrangement was established by an Xfinity representative who also issued a $10 credit because of the previous error. I was specifically told that the additional payment would be made on August 25.

I have contacted customer service repeatedly today. The representatives continue to tell me that I must pay the balance in full and that they cannot make another payment arrangement because their system shows that I broke two previous arrangements.

I am not refusing to pay my bill. I am disputing the accuracy of Xfinity’s records and the characterization that I violated payment arrangements that I did not violate.

I am requesting that Xfinity Digital Care:

1. Review the account notes and interaction history for both payment arrangements.
2. Review the $10 credit that was issued following the first failed arrangement.
3. Determine why the August 25 payment arrangement established by the Xfinity representative is not being honored.
4. Correct the account records.
5. Place the pending disconnection on hold while this dispute is investigated.
6. Provide me with a case/escalation number and written confirmation of the resolution.

I have screenshots/emails and other documentation of the communications and can provide them privately.

I am specifically requesting assistance from the Xfinity Digital Care team or a U.S.-based representative who can review the account history, rather than being routed through the same frontline billing process again.

Thank you.