Formal Escalation Request – Duplicate Billing After Service Transfer-XX2251 & xx 3335

Dear Comcast Business Customer Care,

I am writing to formally escalate an unresolved billing issue involving the transfer of our Comcast Business service in January 2026.

At that time, I requested that our service be transferred to a new location directly across the street from our previous location. Comcast scheduled the installation at the new location and the disconnection at the old location. The service transition itself was completed successfully.

However, Comcast continued billing us for the old location while also billing us for the new location. When I initially called to correct the duplicate billing, the situation became more complicated because an Early Termination Fee of $595.00, along with additional prorated charges, was added to the old account—even though this was a transfer of service, not a cancellation of our Comcast Business service.

I have contacted Comcast numerous times regarding this matter. During these calls, representatives appeared helpful and repeatedly assured me that the appropriate credits would be issued. Nevertheless, the promised credits did not appear on subsequent statements. On one occasion, I was told that the credit had not been processed because it exceeded the representative’s authorization limit, but I was again assured that it would be resolved.

After several additional calls, Comcast finally credited the $595.00 Early Termination Fee. However, the duplicate billing remained unresolved. During my most recent attempt, I was offered a $300.00 billing adjustment or the option of continuing to wait indefinitely for the dispute to be reviewed. I accepted the adjustment, but it did not cover the full amount owed.

As shown in the attached account comparison, the disputed charges and credits are:

• January duplicate billing: $200.79
• February duplicate and related billing: $432.06
• Early Termination Fee and related taxes/charges: $672.09
• Total disputed charges: $1,304.94
• Early Termination Fee credit received: $595.00
• Billing correction received: $300.00
• Remaining unresolved amount: $409.94

This process has been extremely frustrating. Although each representative appeared willing to help, the commitments made during the calls were repeatedly not fulfilled. The experience gives the impression that Comcast lacks an effective system for resolving billing disputes—or that the process is so prolonged that customers may eventually give up.

I am requesting that this matter be escalated to someone with the authority to review both accounts, provide a complete written reconciliation, and issue the remaining $409.94 credit. If Comcast determines that any portion of this amount should not be refunded, please provide a clear written explanation of the charges and the basis for denying the credit.