Visitor
•
1 Message
Request for assistance – Unresponsive Regulatory Escalation Specialist [edited: title / pii]
I am posting on behalf of the account holder (my mother). We have an open FCC complaint, [Edited: "Personal Information”] regarding an unhonored military promotion / bait-and-switch after a service upgrade.
On October 7, 2026, Arturo M. from Xfinity Mobile Executive Resolutions / Regulatory Escalation emailed [Edited: "Personal Information”] stating he was the primary point of contact and that we could reply to schedule a call or wanted us to call him. He provided no phone number or extension.
I have sent multiple follow-up emails requesting specific call times and his contact information. I also spent significant time on the phone with regular support and supervisors, who stated they have no way to reach him or his team and do not know who he is.
As of today (October 21), it has been two full weeks with zero response from Arturo M. or anyone on the Executive Resolutions team. We have also filed complaints with the Indiana Attorney General and the BBB.
Regular support channels and supervisors have been unable to assist. I am requesting that a corporate or Digital Care representative review this and either facilitate contact with the assigned specialist or take ownership of the case so it can be resolved.
I can provide full account details privately via Direct Message.
Thank you.
[Edited: Title / PII ]
XfinityTommy
Official Employee
•
3.3K Messages
25 days ago
user_ltm24r
Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.
To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "Start New Conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.
0
0