Formal Escalation Request – Unresolved Service Order, Billing Error, and Request for Account Restoration

To Comcast Business Support,

I am writing to formally request resolution of a service order failure caused entirely by Comcast errors, and to dispute related charges.

Background:
Our office previously had internet-only service. We arranged to add a call-forwarding phone line for an affiliate business sharing our space, closing out their separate Comcast account in the process. We signed a service order in good faith based on Comcast's guidance.

What went wrong:

• The original service order was completed incorrectly by the Comcast representative and was rejected internally, though we were never notified.
• That representative then stopped responding to our calls and emails entirely. We were forced to reach back out to Customer Service, who connected us with the Loyalty Department, where a different representative helped us complete a second service order. 
• The second order was submitted with unnecessary equipment we did not request and never understood the justification for.
• A technician arrived for installation; we again questioned the equipment, were told it was not needed, and rejected the installation on-site.
• The Loyalty representative handling our case stopped responding entirely to our requests for updates on the status of our account.
• Two months into this process, Comcast has just now informed us that the affiliate's phone number had actually been ported to an AT&T account back in July. It is unclear how or why this happened, or whether it was simply another Comcast error — and if the port occurred in July, it is unclear why this was not identified sooner. The affiliate is investigating separately to determine what happened to their number.
• We were billed approximately $350 for equipment and services we never received or authorized. A billing representative offered only a $50 credit.

Our request:

1. Full removal of all charges related to the failed service order and unauthorized equipment (~$350).
2. Restoration of our account to its original internet-only service, at our original rate.
3. Written confirmation once both are completed.

We signed a Voluntary Disconnect form only because the service was never functional — not as an acknowledgment of any fault on our part. Given the repeated errors, lack of follow-up, and two months of unresolved communication, we expect this matter to be resolved promptly and confirmed in writing.