Formal Complaint Regarding Xfinity/Comcast – Billing Dispute and Fraud Concerns

I have experienced the following problems with Xfinity/Comcast:

• • This account was set up at my local Xfinity store on 2/25. I am an existing customer that went into the store to see a better deal for my internet only account [Edited: "Personal Information"]. The associate named Ace, set up a new account in my name with a home phone without my consent. He told me I would get an upgraded modem. When I went home to connect it, the activation process informed me about setting up a home phone. I went back to the store the same day to cancel the service and was given a receipt from the associate for the modem return.
    
    

• Steps I’ve taken to resolve the issue directly with Xfinity:

• Request cancellation of the service at the store, with the same associate on the day I signed up on 2/25/25

• 1. Called xfinity 2/27/25 to verify the associate canceled service. He in fact, did not. I requested a cancellation this day as well.
  2. I received an email saying the name changed on that account to [Edited: "Personal Information"]. I called xfinity again on 3/10/25 to request cancellation of service and fraud.
  3. I was still able to log into the account that I cancelled after the last request. I called again on 3/12/25 to request cancellation again for fraud.
  4. On 3/25/25 I called Xfinity about my original account [Edited: "Personal Information"] because of an account notification. The previous associate from 3/12/25 downgraded the speed on my account without my knowledge. I cancelled my internet service. I also asked about the other account with the phone, and it in fact was still active. I asked for the 5th time to cancel the account.

• As of 4/18/25 to my understanding all services have been canceled. However, the associate from 3/25/25 changed the address on the account so now my neighbor is receiving bills in my name to their home. 

This issue has caused financial burden, credit impact, service interruption and public embarrassment.

Actions Requested:

• A thorough investigation into this billing and/or fraud issue and consequence to employees who lied about solving the matter.
  
  
• Immediate resolution and correction of the charges on my account. The last bill I received was $292.09
  
  
• Assurance that any unauthorized activity has been addressed and will not affect my credit or future service.
  
  

I am also filing a similar complaint with the Federal Communications Commission to ensure that this matter receives the appropriate attention.

I appreciate your attention to this matter and look forward to a timely resolution.