The customer service nightmare continues:

My original post from 1/2/25:

I have encountered extreme frustration and dissatisfaction with the repeated and ongoing issues I have had while trying to adjust my account. I have been attempting to make these changes since December 18, 2024, with no success despite numerous assurances from your representatives.

I decided to cancel my cable and phone services while maintaining internet service, and I returned my cable equipment accordingly.

The following timeline outlines the challenges that I have faced:

1. 12/18/24: Attempted to make changes online—no resolution. *Confirmation email received

2. 12/27/24: Visited an in-person Xfinity office and was told the changes were completed. Received emails confirming the changes but was later informed via phone that a “processing error” occurred. I returned my cable equipment. Confirmation email received

3. 12/28/24: Called customer service, went through the process again, and was assured the issue was resolved. Confirmation email received

4. 12/29/24: Called again after receiving no resolution. Spoke to another representative with the same assurances and was told to wait until tomorrow.

5. 12/30/24: Tried the automated system (which was useless) and then called again. Once more, I was assured the issue was resolved. I also emailed Tom Karinshak with no response.

As of 1/2/25 nothing has changed despite spending over 10 hours trying to resolve this simple issue, I just received a bill showing the old charges for services that I canceled and no longer use.

This experience feels like borderline fraud or a scam, as I am being charged for services I explicitly canceled and no longer have the equipment to use.

I demand an immediate resolution to this issue. Specifically, I need:

1. Confirmation that my cable and phone services have been canceled.

2. Adjustment of my bill to reflect only the internet service as of Dec 18 or earlier due the waste of time and energy.

3. Assurance that no further charges for canceled services will appear on my account.

If this matter is not resolved promptly, I will have no choice but to escalate this complaint to consumer protection agencies, including the FCC and Better Business Bureau, and explore alternative service providers.

On 1/2/25, I was promised resolution and all services but internet to be cancelled via a direct message exchange. I would be credited for unwanted services to be reflected in my Feb bill.

Update 1/30/25: I attempted to direct message again and was told it was not possible and to repost my issue in the forum.

I need further assistance with this customer service nightmare. My bill was forecasted to be $11. Instead it is over $537. I cancelled many of my services and now my bill has increased. Why is this happening and why can’t I get a resolution? Please look back at my account history. I have been trying to resolve these issues for months!