Billing Discrepancies and Unreliable Service – Request for Resolution

Hello Xfinity Support and Community,

I’m reaching out for assistance with an unresolved billing issue that has been a significant source of frustration. Here are the details:

1. Service Reliability Concerns:
   I’ve experienced multiple service interruptions with my Post-Paid Internet account. The interruptions were frequent and impacted my ability to use the service reliably.

2. Billing Discrepancy:

   • After service disconnection on [redacted], I was informed that my final balance would be [redacted]. However, my account still reflects a balance of [redacted]. I also faced unexpected rate hikes and autopay cancellations without notice.
   • A senior billing representative, [redacted] [redacted] (Employee ID: [redacted]), confirmed on a verified callback that my final bill should reflect a $0 balance, considering the service interruptions. This adjustment has yet to be reflected, and I have concerns about potential credit impacts due to inconsistent information about a "charge-off" versus a "write-off."

3. Efforts to Resolve:

   • I have repeatedly attempted to resolve this through chat and phone support, where I was assured that the billing team would address my concerns. Unfortunately, I have been transferred between departments multiple times, and the promised updates have not materialized.

4. Request for Clarification and Resolution:

   • I am asking for a final confirmation that my account balance is $0, as promised, and reassurance that this will not negatively impact my credit.
   • I would greatly appreciate a clear and timely follow-up to ensure this issue is resolved without further escalation.

I understand the forum rules and appreciate any guidance or assistance that the community or Xfinity representatives can offer. Thank you for your time and consideration.