Re: Account 8396 5117 5013 7417

Dear Xfinity Customer Service:

I had an Xfinity Mobile service account 2 1/2 years ago but have not used the phone – I technically lost it in a move. I ended up moving from the service area 2 1/2 years ago. I moved out of the service area 2 1/2 years ago and lost the phone in the move. I never used the line. I just kept paying and paying and paying. For 2 1/2 years. The price went up from $1.99 to $44.99 over those 2 1/2 years. Comcast doesn’t roll out to where I now live (Rural). 
I asked for the account to be closed on 3/4/2021 and the associate assured me it would be closed. American Express indicated billing attempts were still being made so I called back in on 3/10 and asked if the balance was zeroed out and they said the account hadn’t been cancelled  properly but they would zero the account out and there would be no attempt at further charges.  So I have been been billed and paid over $400 over the last 2 1/2 years for service I never used because I didn’t have the phone. But that’s fine because I never reported it. However I was assured the balance for the final month would be zeroed out and there would be no further billing.

On 3/18/2021 I called in because I was ASSURED the balance would be zeroed out AND that I would not be billed any further. The associate was RUDE, would not get me a supervisor, and kept talking over me. I kept saying ‘supervisor, supervisor, supervisor’ and he kept talking over me. 
I would like the recording for the call pulled and reviewed. I want ALL charges removed as I have paid for 2 1/2 years of service and NEVER ONCE used it over those 2 1/2 years. I haven’t been able to find the phone for 2 1/2 years. I was advised this would be done on the call on 3/10/2021.

So I have 2 issues: 1) I get that there were charges due for 1 month as a post paid service- but I was ASSURED I would not be charged for these after cancellation. They would be zeroed out. 2) The associate I spoke to on 3/18/2021 needs to be addressed. He REFUSED to get me a supervisor and kept talking over me. Can you pull the recording of the call and review? He literally refused to let me speak. 3) According to the notes in my account, I was advised that the agent put in the notes that he hung up on me – which isn’t true. After saying supervisor, supervisor, supervisor, and him talking over me, I hung up myself

I would like this addressed ASAP. 

I have submitted this to Comcast. We’ll see what happens.