Escalations - Frustrated Customer

Dear Xfinity Executive Customer Relations Team,

I am writing to formally escalate an issue regarding my Xfinity Mobile account. I have been incorrectly charged for a mobile line that was never activated or used. Despite this, billing has continued on my account.

Details:

• Account Holder Name: [Edited: "Personal Information"]

• Mobile Line Number (active): [Edited: "Personal Information"]

• Issue: Charges applied for a mobile line that has never been activated

I kindly request:

1. Immediate cancellation of the unactivated line. - [Edited: "Personal Information"]

2. Full refund/credit for all charges billed to date for this unactivated service.

3. Written confirmation once this matter is resolved.

Issue details: I contacted XFinity to activate the internet at my newly moved in apartment. Our Apartment ([Edited: "Personal Information"]) has a contract with XFinity and the charges are part of my rent. During this time XFinity offered me a mobile service where the first line is free and the subsequent lines are $20 which I agreed to and moved my two mobile lines from USMObile. FOr some technical reasons XFinity couldn't activate one of my lines after several tries and I asked them I will just go with one line, which is essentially one free line. Now I see I'm getitng charged for the line which is not activated. What is frustrating is I have to opt for this escalation route to solve what is a simple problem. The customer service has been nothing but frustrating. 

I have already contacted customer support several times, but the issue remains unresolved. I value Xfinity as a provider, but incorrect billing for a service never activated is both concerning and unacceptable.

I appreciate your prompt attention and look forward to your written confirmation of cancellation and refund.

Sincerely,

[Edited: "Personal Information"]