Account adjustments not applied

Subject: Formal Billing Dispute and Request for Executive Customer Relations Review

Dear Executive Customer Relations,

I am writing to formally dispute my Xfinity account balance and request an executive-level review and resolution of a billing issue that has remained unresolved despite numerous attempts through regular customer service.

I have been an Xfinity/Comcast customer for more than 20 years and have maintained automatic payments for more than a decade without issues.

On December 26, 2025, I moved into my new home and contacted Xfinity to transfer my existing services. I was told that my services would be transferred and that my monthly cost would increase by approximately $10 due to changes for internet essentials cost. I received documentation regarding the service transfer and made the applicable prorated payment.

My automatic payments were $40.92 on January 16, 2026, followed by $74.57 on February 16 and March 16. However, on April 16, Xfinity automatically withdrew $314.68 from my checking account, followed by another $211.67 on May 16. I received no notification explaining that my bill would increase to these amounts.

After discovering the issue, I contacted Xfinity multiple times and spoke with several representatives before being transferred to the Customer Resolution/Retention Center.

On June 10, 2026, I spoke with Dwayne. Our conversation lasted more than two hours. Dwayne thoroughly reviewed my account, listened to my concerns, and worked with me to create a new service arrangement based on the channels and services I actually use, as well as my financial limitations. He established a new streaming package and increased my internet service because I had also been experiencing slow internet speeds.

Most importantly, Dwayne explained that the new pricing would be backdated to the beginning of my service at my new residence in December 2025. He calculated that correcting and backdating the account would result in a $472 credit on my account.

I specifically asked Dwayne whether this adjustment required additional approval. He told me that it did not, that it had already been approved, and that it should take a few days to process.

I believed the matter had finally been resolved.

I was so pleased with Dwayne’s assistance that I completed a customer survey recognizing his efforts. In that survey, I stated:

“The representative was patient, researched my issue thoroughly, looked for ways to help, never over talked or interjected even at my most frustrated moments, and after several unsuccessful calls he was the only one to truly solve my issue and keep me as a Xfinity customer.”

Unfortunately, the promised $472 credit has never been reflected on my account. 

On July 29, 2026, I spoke with another Xfinity representative who was able to see account notes referencing a credit of more than $400. Rather than correcting the account to reflect the agreement reached with Dwayne on June 10, the representative issued a $60 credit.

While I appreciate the representative’s attempt to help, the $60 credit was not what I requested. I was not asking for a courtesy credit because I was frustrated. I was asking Xfinity to honor and apply the account adjustment that had already been established with Dwayne on June 10.

The billing issue has continued.

My current account balance is $246.28, consisting of $177.22 due immediately and $69.06 billed on September 14. The $69.06 charge is higher than the monthly amount I agreed to when Dwayne established the new service arrangement.

My current bill also reflects a $12.01 late fee. I believe this fee  and any other fees associated with nonpayment should be removed because I have repeatedly attempted to resolve this disputed balance with Xfinity and have not simply ignored the account.

I am also concerned that Xfinity has been unable to provide documentation showing that I was properly notified of the account changes that resulted in the unusually high April and May charges. I routinely receive Xfinity notifications via email, and I received documentation when my services were transferred in December 2025 and changed again in June. I have been unable to obtain an explanation for why I did not receive comparable notification regarding the changes that resulted in the April and May charges.

I have now spoken with multiple representatives, chat assistance, managers, and I have contacted Xfinity repeatedly without resolution. I was ultimately instructed by an Xfinity representative to contact the corporate office because the issue could not be resolved through normal customer service.

At this point, I am requesting that Executive Customer Relations conduct review of the account notes and records associated with my June 10 conversation with Dwayne.

Specifically, I am requesting that Xfinity:

1. Locate and review the June 10, 2026 conversation with Dwayne.
2. Verify the $472 credit/adjustment that he represented had already been approved.
3. Apply the full $472 adjustment to my account consistent with the June 10 agreement.
4. Treat the July 29 $60 credit separately, as that was a courtesy credit and was not a substitute for the promised $472 account adjustment.
5. Correct my account so that my monthly recurring charges accurately reflect the service arrangement established with Dwayne on June 10.
6. Remove the $12.01 late fee and any other fees resulting from this unresolved billing issue.
7. Recalculate my account balance after all appropriate credits and adjustments are applied.
8. Provide written confirmation of my corrected balance and monthly recurring charges going forward.

I want to be clear that I am not refusing to pay legitimate charges. I am disputing a balance that resulted from unexplained account changes and an account adjustment that an Xfinity Customer Resolution representative specifically told me had already been approved and would be applied.

I have been a loyal Xfinity/Comcast customer for more than two decades and have maintained automatic payments for more than ten years. I have made numerous good-faith efforts to resolve this matter directly with Xfinity.

I am simply asking Xfinity to honor the resolution provided to me by its Customer Resolution representative on June 10, 2026 and correct my account accordingly.

Please have an Executive Customer Relations representative review this matter and provide me with a written response confirming the resolution.

Thank you for your prompt attention to this matter.

Sincerely,

[Edited: "Personal Information"]