Re: Formal Complaint and Demand for Preservation of Records – Xfinity Internet & Mobile Services

To Whom It May Concern,

I am writing to submit a formal complaint regarding Xfinity’s handling of my internet and mobile services. Despite repeated attempts to resolve these matters through customer service and online channels, my concerns remain unresolved, and I have reason to believe I have been misled and overcharged.

Summary of Issues

1. Billing Discrepancies: I have been billed inconsistently for services since approximately August 2023 to present, including unexplained charges and failure to honor advertised promotions/offers that were presented within my own online account.
2. Contract & Plan Misrepresentation: Despite requests, Xfinity has failed to provide a clear copy of my service agreement/contract. I was placed on a plan that does not match what was advertised or explained by your representatives.
3. Mobile Service Issues: My Xfinity Mobile billing reflects unexplained charges and lacks transparency.
4. Call Recordings & Transcripts: I have documented interactions, including transcripts and call recordings with Xfinity representatives, which demonstrate misrepresentation and failure to provide accurate information.

Legal Notice & Preservation Demand

Pursuant to applicable federal and state consumer protection laws, including but not limited to:

• The Federal Communications Act,
• The FTC Act (15 U.S.C. §§ 41–58) regarding unfair or deceptive acts or practices, and
• Relevant state consumer protection statutes,

I hereby demand that Comcast/Xfinity immediately preserve all account records, billing histories, contracts, transcripts, and call recordings associated with my services (internet and mobile) from August 2023 to present.

This includes but is not limited to:

• Billing statements and payment records.
• Copies of my service contracts/agreements.
• Internal account notes and communications.
• Recordings and/or transcripts of all customer service calls and chats.
• Advertisements and promotional offers presented under my login.

You are hereby instructed not to alter, delete, or destroy any of these records, as they may be used in a pending or future complaint to the FCC, FTC, Illinois Attorney General, or civil proceedings.

Requested Resolution

I request that Xfinity:

1. Provide me with a complete, unaltered copy of my contracts and agreements for both internet and mobile services.
2. Issue a full billing reconciliation of all charges from August 2023 to present, including refunds for overcharges or services not rendered.
3. Provide written confirmation of preservation of all call recordings and records.

If Xfinity does not resolve this matter within 30 days of receipt, I will escalate my complaint to the FCC, FTC, Illinois Attorney General, and BBB, and will consider further legal remedies.

Enclosures

• Copies of billing statements (Internet & Mobile).
• Call/chat transcripts with Xfinity representatives.
• Supporting documents showing discrepancies and promotional misrepresentation.

Thank you for your prompt attention. Please direct all written correspondence to my address above, and confirm in writing that my records are being preserved.

Re: Formal Complaint and Demand for Preservation of Records – Xfinity Internet & Mobile Services

To Whom It May Concern,

I am writing to submit a formal complaint regarding Xfinity’s handling of my internet and mobile services. Despite repeated attempts to resolve these matters through customer service and online channels, my concerns remain unresolved, and I have reason to believe I have been misled and overcharged.

Summary of Issues

1. Billing Discrepancies: I have been billed inconsistently for services since approximately August 2023 to present, including unexplained charges and failure to honor advertised promotions/offers that were presented within my own online account.
2. Contract & Plan Misrepresentation: Despite requests, Xfinity has failed to provide a clear copy of my service agreement/contract. I was placed on a plan that does not match what was advertised or explained by your representatives.
3. Mobile Service Issues: My Xfinity Mobile billing reflects unexplained charges and lacks transparency.
4. Call Recordings & Transcripts: I have documented interactions, including transcripts and call recordings with Xfinity representatives, which demonstrate misrepresentation and failure to provide accurate information.

Legal Notice & Preservation Demand

Pursuant to applicable federal and state consumer protection laws, including but not limited to:

• The Federal Communications Act,
• The FTC Act (15 U.S.C. §§ 41–58) regarding unfair or deceptive acts or practices, and
• Relevant state consumer protection statutes,

I hereby demand that Comcast/Xfinity immediately preserve all account records, billing histories, contracts, transcripts, and call recordings associated with my services (internet and mobile) from August 2023 to present.

This includes but is not limited to:

• Billing statements and payment records.
• Copies of my service contracts/agreements.
• Internal account notes and communications.
• Recordings and/or transcripts of all customer service calls and chats.
• Advertisements and promotional offers presented under my login.

You are hereby instructed not to alter, delete, or destroy any of these records, as they may be used in a pending or future complaint to the FCC, FTC, Illinois Attorney General, or civil proceedings.

Requested Resolution

I request that Xfinity:

1. Provide me with a complete, unaltered copy of my contracts and agreements for both internet and mobile services.
2. Issue a full billing reconciliation of all charges from August 2023 to present, including refunds for overcharges or services not rendered.
3. Provide written confirmation of preservation of all call recordings and records.

If Xfinity does not resolve this matter within 30 days of receipt, I will escalate my complaint to the FCC, FTC, Illinois Attorney General, and BBB, and will consider further legal remedies.

Enclosures

• Copies of billing statements (Internet & Mobile).
• Call/chat transcripts with Xfinity representatives.
• Supporting documents showing discrepancies and promotional misrepresentation.

Thank you for your prompt attention. Please direct all written correspondence to my address above, and confirm in writing that my records are being preserved.