Urgent: Fraudulent Billing and Mishandled Escalations – Threat of Collections Despite Promised Credit

Dear Comcast Executive Team,

I have already written this to as many executives at the company as possible but I am posting here as well.

I am writing to formally request immediate executive intervention regarding a prolonged and unresolved billing and fraud issue with Xfinity Mobile and Internet services that has now escalated to the threat of collections—despite repeated confirmations from your own teams that I am not liable for the charges in question.

Summary of the Issue:

- In December 2024, I went from AT&T to Xfinity for both Mobile and Internet. With the intent to switch for 2 free iPhone 16 Pros and a 2-line deal.
- In the ensuing weeks, my wife's phone showed up but mine was lost in transit but locked to my account, taking months to resolve. The second was stolen. The third had a software issue. This took months and hours of my life away.
-During this, a third mobile line was fraudulently opened in my name by a store rep, preventing me from receiving the 2-line promotional pricing.

-This third line issue continued for months.
-On July 2, 2025, I was charged, by the Fraud Department, $767.27 to close this fraudulent line—despite never having opened the line. I was promised a full credit for this charge, plus overcharges tied to the third line.
- On July 2, 2025, I received an email notification that credits were being issued, but they never appeared on my billing account.
- On July 11, 2025 a representative instructed me to remove my payment method to avoid being charged erroneously when my bill was due on August 1, 2025. He said that on Aug 1, 2025, I should expect the credit to essentially "become active". I followed this advice, but on Aug 1, 2025:
  - No credits were applied.
  - I was hit with a late fee.
  - My account was flagged for collections.

When I called back on August 1, a Billing department rep confirmed that the credit was applied to the wrong account. I was transferred to Fraud, who opened a new ticket with a promised five-day turnaround. It is now August 7, and not only has the issue not been resolved—I received a text message threatening collections and disconnection of service.

Today, the Fraud department refused to help further and deflected back to Billing, claiming a “back office” process may take another 15–30 days. This is unacceptable, given the damage that a collections flag or service disruption could cause. I tried to speak to a manager but was placed on hold for 1 hour and 10 minutes and hung up to write this email. 

Immediate Action Requested:

1. Apply the $767.27 credit (and all related overcharges) to the correct account immediately.
2. Remove all associated late fees.
3. Place an immediate hold on any collections or service disconnection actions.
4. Provide written confirmation of resolution.

I have exhausted every internal support channel. At this point, the only reasonable path forward is through your direct intervention. If this is not resolved immediately, I will have no choice but to pursue formal complaints with the Georgia Attorney General’s Office, the FCC, the CFPB.

I am currently consulting with a consumer protection attorney regarding possible legal remedies, including recovery of the improper charges, emotional distress, and any damages resulting from inaccurate credit reporting or service disruption. However, I would strongly prefer to resolve this matter directly with Comcast before taking further legal steps.  

This issue has caused undue stress and wasted hours of my time. I expect a prompt response and a permanent resolution within 48 hours.

Contact me immediately for account information and resolution steps.