Formal Notice of Billing Dispute and Service Rectification

Formal Notice of Billing Dispute and Service Rectification

Date: April 5, 2026

Account Number: [Edited: "Personal Information"]

Subject: Formal Dispute of Unauthorized Charges, Service Misrepresentation, and Request for Immediate Remediation

To Xfinity Customer Accounting and Legal Department,

This letter serves as a formal dispute regarding unauthorized TV service charges and predatory service "upgrades" applied to my account. As a loyal customer of ten (10) years, I am appalled by the lack of integrity and technical mismanagement regarding my service tier. Despite multiple attempts to resolve these issues via recorded telephonic communications, your billing department has failed to align my service with my documented requests.

1. Unauthorized TV Service and Equipment History

I am demanding a full, retroactive credit for all "Xfinity TV" related charges, including but not limited to "Broadcast TV Fees" and "Regional Sports Network Fees."

    •    In October 2024, following the purchase of a Smart TV, I explicitly requested the removal of the Flex service.

    •    The associated hardware (Flex box) was physically returned to a local Xfinity service center at that time.

    •    I have never authorized, nor have I been in possession of, any TV-related hardware since that date. Charging for a service that is neither requested nor physically possible to utilize constitutes a significant billing error and a violation of our service agreement.

2. Misrepresentation of Service Requirements (Gigabit Tier)

My account was transitioned to a 1GB High-Speed Internet tier under false pretenses. I have consistently stated in recorded calls that I am a single-person household with minimal bandwidth requirements.

    •    The "upgrade" to Gigabit speed was an unnecessary upsell that does not serve my stated needs.

    •    Furthermore, despite this premium tier, I have experienced frequent service outages that have resulted in documented professional losses, including missed engagements and the loss of a promotion.

3. Required Resolution and Remediation

To avoid further escalation and to honor my decade of continuous service, I require the following actions to be taken immediately:

    1    Full Retroactive Refund: A complete credit for all TV-related fees and the price difference between the Gigabit tier and a standard 300 Mbps tier.

    2    Refund of All Late Fees: Due to the billing inaccuracies and the financial stress caused by these unauthorized charges, all accumulated late fees must be refunded immediately, and my account must be brought to a current status.

    3    Service Downgrade: Immediate transition to the 300 Mbps Internet plan at the $45/month rate, including the 5-year price lock guarantee.

    4    Account Audit: A formal acknowledgment that all TV-tier billing codes have been purged from this account.

4. Notice of Intent

Be advised that I am acting under the guidance of technical and legal counsel. If these discrepancies are not corrected within ten (10) business days, I am prepared to file a formal Notice of Dispute to initiate mandatory arbitration and will concurrently submit complaints to the Federal Communications Commission (FCC) and the Better Business Bureau (BBB) regarding predatory billing practices.

I am providing Xfinity this final opportunity to rectify these bad-faith charges and restore my account to the requested parameters. I look forward to your immediate confirmation of these changes.

Sincerely,

Rebecca [Edited: "Personal Information"]