Abysmal customer service experience

I am writing to formally express my outrage and frustration regarding the abysmal treatment I received during my recent call to Xfinity’s customer service. As a loyal customer, the level of disrespect and discrimination I encountered not only left me exasperated but also made me question the integrity and professionalism of your representatives.

I reached out for a simple bill review, expecting to receive assistance like any reasonable customer would. Instead, the interaction quickly spiraled into a nightmare. I was met with a representative who not only dismissed my concerns but also accused me of yelling. This was not only untrue but utterly belittling, and the situation escalated when the representative questioned my parenting in what can only be described as an overtly condescending manner. As a Black woman, I am deeply troubled by how my queries were met with hostility, as though my race and gender somehow disqualified me from expressing valid opinions and seeking clarity on my account.

In my effort to escalate the issue by asking for a supervisor, the representative outright denied my request—a clear violation of basic customer service protocol. Instead, he took it upon himself to transfer me to the Spanish language line, completely disregarding my language preference. To make matters worse, my mobile services were disconnected during this call, throwing me into a panic and forcing me to visit an Xfinity store mere days after giving birth to my child. This utterly unnecessary and distressing experience should not happen to any customer, particularly after a life-altering event.

The story did not end there. When I managed to call back later to file a complaint, I once again found myself stuck in a disheartening situation. I spoke with a supervisor about my troubling experience, hoping for some remedial action or at the very least, an acknowledgment of the mishandling of my inquiry. Instead, I was met with a dismissive attitude; her only response was to assume I was calling to cancel my services. This was not the issue at hand, and her lack of recognition of my real concerns only added salt to the wound.

This level of service is unacceptable. No customer should be made to feel unwelcome or invalidated simply for seeking assistance. The combination of dismissiveness, discrimination, and a lack of accountability I experienced during this interaction is shocking and frankly, shameful for a company of Xfinity’s stature.

I expect a thorough investigation into this matter, along with a formal apology. Additionally, I would appreciate clarity on how Xfinity plans to address the cultural competency and customer service training of its representatives moving forward to prevent similar experiences for others.

Thank you for your attention to this matter. I hope to see decisive action taken.

Sincerely,

[Edited: Personal Information]

[Edited: Personal Information]