Formal Complaint – Financial Hardship, Internet Disconnection & Refusal to Escalate

I am requesting immediate assistance and escalation to Xfinity’s Executive Customer Relations or an authorized customer service supervisor.

I am experiencing a serious financial hardship that has affected my ability to maintain my internet service. My service has been disconnected due to an outstanding balance, and I have contacted Xfinity in an effort to resolve this situation.

Unfortunately, the representatives I have spoken with have been unwilling to make an exception or provide a reasonable hardship accommodation. I have spent considerable time attempting to obtain assistance without a satisfactory resolution.

I am not refusing to address my outstanding balance. I am requesting that Xfinity consider my financial circumstances and provide reasonable options to restore essential internet service.

I am specifically requesting:

1. An immediate review of my account by a supervisor or Executive Customer Relations representative.
2. Consideration of a temporary restoration of internet service while a hardship arrangement is reviewed.
3. Review of available financial hardship assistance, payment extensions, and flexible payment arrangements.
4. Information about eligibility for Internet Essentials or other low-income internet programs, including options for households receiving EBT/CalFresh benefits.
5. A formal response explaining what assistance or exceptions are available and why my previous requests were denied.

I am asking Xfinity to review my situation individually rather than repeatedly denying assistance without providing an appropriate escalation process.

Please have an authorized representative contact me privately to discuss a resolution. I do not want to disclose my account number or personal information publicly.