Executive Resolutions Dept Re: Both Internet & Mobile Accounts

In February I opened my own account, separate from my ex partner. From Feb through May, Comcast/Xfinity debited my account for a total of $674. In April my Internet service was “interrupted” due to a past due balance. I immediately drove 5 miles up the road, sat in a parking lot for 2 hours because without internet - I have no service at home, only to be instructed to go to the physical store. Once there we discovered all pmts were being applied to my ex’s account. I was forced to pay $112 to get services restored, signed a new contract, and told it was being escalated and someone would be calling me with a resolution. 

since April, I have received 2 calls from someone named Tiffany (no return # given) in executive resolutions only after filing a complaint with the FCC because here we are July 11, 2026 and guess where I am now? Sitting in a parking lot 5 miles from my house because my internet services have been “interrupted” again.

i did receive a call from Carrington on June 26th with a return # - however, after calling for over a week now, sometimes 3 times a day, I have only received a call back from the mobile dept. they were kind enough to credit my account $305 for the “inconvenience”. However, there is still $369 that is due back to me.

i have done everything possible to try and resolve this issue from the moment I became aware. I have called weekly, sometimes daily, sometimes 3 times a day. Please explain to me how this is acceptable?!?!? I have had Comcast/Xfinity for YEARS. I have faithfully paid my bill, even signed my former employer up for services on a business account with 12 lines of mobile service - this is my thanks. 

Oh, here is the icing on the cake - since refusing to pay another cent until this has been resolved, in April/May, my account was flagged as “compromised” and has not been released by the CSA (?) dept., who again, was supposed to contact me to get this removed - who I have requested to speak with on MULTIPLE occasions, have never called me back, my account is STILL flagged, and here I am sitting in a parking lot on hold with yet ANOTHER agent that has no power to resolve my issue. 

Did I mention I also lost 2 jobs over this because my service is so terrible that even on WiFi calling, while on the phone with the gentleman from the mobile dept Thursday, our calls were dropped 4 times and we had to begin texting instead! 

so will someone PLEASE stop pawning me off and fix my issue?????? This is just bad business all round. Oh, and did I also mention I have 2 disabilities, one can be life threatening, but you know, apparently that doesn’t matter, hence the FCC complaint I was forced to file after MONTHS of this going on with still no resolution.

One positive - the poor customer service people I have interacted with have been so kind. Unfortunately, this is beyond their permissions and the people above them are making them look bad because they don’t do their part.