Visitor
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2 Messages
Repeated Unauthorized Shipment and Mishandled Account — Requesting Senior Escalation
I’m posting publicly because my account continues to be mishandled despite multiple escalations through Executive Care and direct communication with Xfinity representatives.
I have repeatedly declined Home Services and requested that my account remain Internet Essentials only, yet I have received an unauthorized shipment notification. The two previous packages were never received and are under FedEx claim, and I’ve now received another shipping notice this morning.
This pattern of repeated errors began with the original camera billing issue months ago and has never been properly resolved. I recently made a payment in good faith, but due to ongoing issues and yet another shipment being created, I will be canceling that payment until my billing, shipments, and account are corrected.
At this stage, I’m asking for:
Cancellation of all pending shipments and prevention of new ones.
Correction of my account to reflect Internet Essentials only, with all related fees removed.
Assignment of one accountable representative to manage my case through completion.
Confirmation that this has been escalated to senior leadership beyond Executive Relations.
I’ve already submitted an SVP Contact Form and expect a proper review and resolution.
If any Comcast moderator or escalation manager can take ownership, please reach out directly to finalize this matter.
XfinityJustinC
Official Employee
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1.7K Messages
3 hours ago
Hello, @user_ozhqkv thank you for reaching out over Xfinity Forums. I appreciate all the detailed information, and definitely want to help with a resolution regarding the Xfinity home/protection concern. This isn't the experience we want you to have, and want to investigate this further to review the executive care requests further to see what has been done so far.
I do want to ensure that all the equipment orders have been taken care of, and all credits applied with leaving internet essentials service only at the end as well as ensuring that this escalated further than executive relations. I did want to the help get the proper expectations set up with you that I'll do my best to ensure the conversation here on Xfinity Forums stays with me, but wanted to help get the proper expectations set up that conversations can move between team members over Xfinity Forums, but wanted to assure you we work as one team here and have access to the full conversation.
I'll need to gather some information that we don't want in our public conversation, Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it
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user_ozhqkv
Visitor
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2 Messages
2 hours ago
I have already done this and have yet to receive a response. What is that you want ? You can discuss here. Frankly Im exhausted from speaking/ being transferred to different agents within this organization. I am requesting an executive/ senior level review of my account / case please. Id appreciate it.
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