URGENT FORMAL COMPLAINT – IMMEDIATE RESOLUTION REQUESTED

I am extremely frustrated and disappointed with the way Xfinity has handled my service, especially after being a loyal customer for approximately six consecutive years.

I understand that I fell behind on my bill during a difficult financial period, and I am not denying the balance or refusing to take responsibility for it. My issue is with how Xfinity communicated and handled the payment arrangements I was offered.

After my service was disconnected around July 12, I was offered a flexible payment option requiring a $50 payment to restore my service, with the remaining approximately $247 balance being divided into 12 monthly payments of about $20. I relied on that information, made the required $50 payment, and expected my service to be restored. Instead, only a couple of hours later, I was informed that my account had been closed.

I then returned my equipment and applied for a NEW Xfinity account. I was approved, Xfinity shipped me new equipment, and my new service was activated. I was given the understanding that my next payment was not due until September 12.

Two days later, Xfinity disconnected my new service because of the balance on my previous account.

This is completely unacceptable and extremely misleading.

If I was not eligible to maintain new service because of the previous account balance, why was I approved for a new account, shipped new equipment, activated, and given a future payment date in the first place? Xfinity allowed me to believe my service was legitimately established and then abruptly disconnected it two days later.

School starts in just a few days, and reliable internet is essential for my children. I am already doing everything I can to make ends meet, and this situation has created unnecessary stress for my family. I have spent six years as a loyal Xfinity customer, and I am extremely disappointed that after making a genuine effort to work with the company, I am being treated this way.

I am asking Xfinity to immediately review this situation and provide a resolution that allows my household to maintain internet service while I work toward resolving the legitimate balance on the previous account.

I am not asking Xfinity to simply erase a debt. I am asking for fairness, consistency, transparency, and some consideration for a longtime customer who is actively trying to resolve the situation.

Please do not send me a generic response directing me to pay the past-due balance. I am already aware of the balance. My complaint is about how this payment arrangement was represented to me, how my new account was approved and activated, and why my service was then disconnected only two days later.

With school starting in just a few days, this needs to be addressed immediately. I am asking for someone who has the authority to actually review the situation and work with me to find a solution—not simply redirect me to another department.

After six years of loyalty, I expected better from Xfinity. I sincerely hope the company will take this complaint seriously and contact me as soon as possible to rectify this situation.