FORMAL COMPLAINT – Billing Errors, Contract Violations, Denial of Written Communication

I am submitting a formal escalation regarding multiple unresolved issues with my Comcast Business account. Despite several attempts through customer service and chat support, my concerns have not been addressed, and I have been denied written resolution.

1. Comcast Is Not Honoring My Signed Contract

On September 29, 2025, I executed Service Order Agreement
The contracted monthly recurring charges total $209.85 + tax.
However, my October and November 2025 invoices contain the following errors:

• Base package billed at $164.95–$167.95, not the contracted $140

• WiFi Pro billed twice each month

• Directory Listing Fee and Voice Network Investment Fee added without authorization

• Equipment Fee increased within a 24-month price-locked promotional term

These errors resulted in overbilling on both invoices.

2. I Was Denied Written Communication and Escalation

During live chat support with agent Joshua (employee ID “L~1”), I requested written communication only.
This request was denied repeatedly, including statements:

• “There are no options for writing only.”

• “We cannot put it in writing.”

• “You can go to a store or have someone manage your account for you.”

This is unacceptable for a business account and raises ADA compliance concerns.

3. My Ticket Was Closed Without Resolution

My previous ticket was closed despite the fact that the billing dispute was not resolved.

4. I Am Requesting Immediate Executive Review and Written Response

Please provide a written resolution addressing the following:

1. Correct the recurring monthly charges to the contracted rate of $209.85 + taxes

2. Remove duplicate WiFi Pro billing

3. Remove uncontracted fees

4. Issue credits/refunds for all overcharges

5. Provide written confirmation that the $140 promotional rate will be honored for months 1–24 as contracted

6. Provide an accommodation for written communication for all future support relating to this issue

I have full documentation of the billing errors, my signed contract, and the chat transcript with the support agent.