BILLING ISSUE- NO ONE SOLVING FOR 2 YEARS, NOW COLLECTIONS

Dear Comcast/XFINITY Support,

I am writing to urgently address an issue that has been causing significant financial and personal distress. This pertains to duplicate payments made to two different Comcast accounts under my name. My current and correct account, on which I have been making payments. However, I was mistakenly charged for an additional account, leading to duplicate payments.

I previously contacted Comcast on December 14, 2022, via your live chat service, where I spoke with an agent named Sumit. During that conversation, it was confirmed that I had been double charged due to the existence of two accounts under my name. Despite providing all the necessary information and being given a reconciliation ID, the issue was not resolved. I was advised to contact my bank to resolve the charges, but this approach did not address the root of the problem, which is that these charges should never have occurred.

As a result, I have been charged a total of $2,260.04 in duplicate payments across the two accounts from August 30, 2021, to April 30, 2023. This situation has not only caused me financial stress but has also led to a negative mark on my credit report, which is affecting my credit score and overall financial health. I am particularly concerned that this unresolved issue has led to collection actions against me.

Today, I attempted to resolve this issue once again through Comcast’s customer service, only to experience further frustration. The session began at 9:42 AM, and despite repeated attempts to communicate the issue, I was transferred seven times between different agents without any resolution. Below is a summary of my interaction:

1. Priyanka: Initially began addressing the issue but then passed me to another representative.
2. Skylar: Took over from Priyanka, confirmed the problem, and began working on it, but I was then transferred to a different representative without resolution.
3. Arstoo: Assured me they would handle the issue but then disconnected and did not reconnect me to Priyanka as requested.
4. AnkitaRajesh: Reiterated that reconnecting to Priyanka was not possible and attempted to resolve the issue, but I was then transferred again.
5. Prerna: Took over and transferred me yet again despite my requests to reconnect with the previous representative, Skylar.
6. Aswin: Attempted to help but also failed to reconnect me to Skylar or resolve the issue.
7. Samreen: Claimed to take ownership of the issue but did not provide a solution, eventually transferring me again.
8. Siddhi: Took over from Samreen, continuing the cycle of unproductive transfers.

After nearly two hours of explaining the same issue repeatedly and being transferred from one agent to another, my issue remains unresolved. This experience has been exceptionally time-consuming and frustrating, demonstrating a significant lack of coordination and communication within Comcast's customer service team.

Given the circumstances, I am requesting the following actions:

1. Immediate cancellation of any collection efforts and removal of the negative mark: The collection request initiated against me is unwarranted due to the overpayments made on my accounts. Comcast must reach out to the debt collector on my behalf and ensure that the negative mark is removed from my credit report immediately.

2. Mark the account as paid in full: I request that the account in question be marked as paid in full in Comcast’s records. This should resolve any outstanding issues.

3. Refund or credit: I request that the overpaid amount of $2,260.04 be refunded to me or applied as a credit towards future billing to rectify this error.

4. Confirmation of actions taken: Please confirm in writing that both my accounts are now in good standing, the negative mark has been removed, and that this matter is fully resolved.

I look forward to hearing back from Comcast with confirmation that the collection has been canceled, the overpayment has been addressed, and my credit report has been corrected. Your prompt attention to this matter is greatly appreciated.