Immediate Disconnection of Services and Formal Complaint

I am writing to lodge a formal complaint and to request immediate disconnection of my Xfinity services due to serious concerns with both billing and customer service.

First, the customer service I received was unacceptable. I spent approximately 1.5 hours with one of your agents to address my plan and billing issue, yet my request was not resolved. During this interaction, the agent clearly confirmed an offer of a 500 Mbps plan at a rate of $40 per month, but when it came time to finalize the plan, they attempted to enroll me in a $45 per month plan instead. This is misleading and appears to be a deliberate attempt to push me into paying more than what was agreed.

Second, I am currently enrolled in a $40 per month Wi‑Fi plan, but I have been charged $60 instead. Despite raising this issue, the incorrect charges have not been adjusted, and I have not received any satisfactory explanation or resolution.

I have already attempted to disconnect my service under reference number (can be shared upon request). In addition, I have disabled autopay on my account based on the customer agent’s suggestion. I expect that my final bill will be adjusted according to the agreed $40 monthly plan rather than the $60 that has been charged.

This combination of misrepresentation of plan pricing and ongoing overbilling has resulted in a complete loss of trust in Xfinity’s services. Accordingly:

1. I am requesting immediate disconnection of all my Xfinity services associated with this account, effective today.

2. I expect a full review and correction of my billing, including:

   • Adjustment of any overcharges above the agreed $40 per month rate.

   • Issuance of a refund or bill credit for the excess amounts already paid.

3. I also expect written confirmation that:

   • My services have been disconnected.

   • No early termination fees or additional charges will be applied in connection with this disconnection, given that the cause is Xfinity’s own misbilling and misrepresentation.

I am attaching the full transcript of my chat with your service agent, which documents both the promised plan details and the subsequent attempt to change the price, as well as my efforts to resolve the billing discrepancy.

Please respond in writing with:

• Confirmation of service disconnection,

• A corrected statement showing the removal or refund of all improper charges, and

• Assurance that no further charges will be applied to my account.

If this matter is not resolved promptly and satisfactorily, I will escalate my complaint to the appropriate consumer protection agencies and consider other remedies available to me.