Recorded Lines and Collections

To Whom It May Concern,

My name is [Edited: "Personal Information"], and I was an Xfinity customer at my former residence: [Edited: "Personal Information"]. Shortly after moving in, I discovered toxic black mold. Although my landlord attempted remediation, the mold persisted and continued to harm both my health and my dog’s health. Ultimately, I was advised to vacate the property immediately for my safety.

I communicated my situation to multiple Xfinity representatives during this time. They expressed compassion and advised me to switch to a seasonal plan so that, once I found a new home, I could easily reinstate my service. I never intended to discontinue my relationship with Xfinity, so I agreed and was on a seasonal plan from November through January.

After relocating to Gainesville, Florida, I learned that Xfinity does not provide service in my new area. Several representatives assured me that because service was unavailable at my new address, I would not be responsible for an early termination fee. I was instructed to return my equipment, which I did, and was told this would resolve my account in full.

I was therefore shocked to receive a call from collections regarding this matter. This is both upsetting and unprofessional, especially given the repeated assurances I received from your representatives. If Xfinity intends to pursue this fee, I request copies of the recorded calls in which I was told I would not be charged. These were recorded with my consent, as indicated at the start of each call, and I will be forwarding them to my attorney if necessary.

At this time, I request that this matter be resolved promptly by removing any fees and ensuring my account reflects a zero balance. The only written documentation I have is the seasonal plan agreement, which I am happy to provide.

Sincerely,
[Edited: "Personal Information"]