I have called at least 15 times over the last 3.5 months and cannot get this issue resolved.

My son moved from Virginia to Philadelphia, PA on May 15, 2023.  His phone was under Affordable Connectivity Plan on my home account in Virginia.

I called and set up his internet and also requested that his mobile phone be moved to his new account in Philadelphia.  Agent was very polite and assured me that everything was set up correctly.  I of course believed her.  And 1 month later, when I checked his account, ACP was still not setup on his account.

Called again, explaining the previous issue and requested that his phone be moved to his new account and that he should receive a credit for ACP on his last bill.  Again very polite agent, assured me it was fixed and to check back in 48 hours.

When I checked back it wasn't fixed again,  Called again - same thing.

Next, I got billed for my son's phone on my account and on his account.  Called and got an agent who was able to look up both accounts and verify I got charged twice (I'm not sure why their system does verify the mobile phone number is only being billed on one account!)  This agent did finally achieve moving his mobile phone from my account to his account, and gave me a credit for the charge on my account.  Also verified that his ACP approval code was on the account and again assured me everything was set up correctly.

Waited to see ACP set up on his account.  I couldn't see that it was, so called again.  Same thing great agent, nothing was fixed.

At this point I began to check every week to see if the account had been fixed.  Everytime I received cordial customer service, but nothing got fixed.  Probably called 10-12 times during the month of June / July, with same result.

I happen to have been the SVP with Sprint/Nextel for National Activations.  Our goal was always 'First Call Resolution', and if a problem was not resolved the first time, and the customer had to call back a second time, the issue got escalated.  After 15 or more calls over 3.5 months, Xfinity continues to leave me in an unresolved status.  First Call Resolution is not only good for the customer, but good for the company.  If I'm experiencing this, I would have to imagine that other customers are experiencing the same issue.  If all customers have to call more than 15 times to get a problem resolved, imagine how much money this is costing the company in dollars & reputation.  Eventually this cost will mean that the company erodes their margins, and has to increase their charges to their customers.  

I have notes on all of the other calls made in July.  Including 1 supervisor who was rude and wouldn't try to understand the problem, but rather blamed me and my son for not applying for the Lifeline program correctly.

I'm now in August, called last week and spoke with a great agent who took the time to let me conference in the ACP/FCC group to confirm what the problems were.  We discovered that they had not removed my son's ACP from my account, so they were getting a duplicate error.  The agent was very thorough and I truly believe that she did everything she could.  However, after checking back 48 hours later, it still had not been fixed.  The last agent told me that he would have a supervisor call me within 48 hours.  No call was received.

At this point my son has overpaid for 3 months and even after escalating the issue to 3 supervisors, the problem is still unresolved.

I am so very angry with the company and their management.  I do not blame the agents.  I believe they all did their best.  But something is very broken in their system and it appears there is no oversight and no way to escalate the problem to a manager that can do anything about a systemic problem.

My next post will be to Better Business Bureau if this is not resolved within the next 48 hours and a 3 month credit applied to my son's account.

After this happened