Account Complaint

To Whom It May Concern,

This is an official complaint regarding the ongoing mishandling of my Xfinity account, the repeated misinformation I’ve received, and the unacceptable level of incompetence displayed by your representatives, supervisors, and so-called management team.

Three weeks ago, I noticed a sudden price increase on my bill and reached out via chat. I was told my previous contract had expired — something I was never made aware of. I explained my concerns to the representative, and by the end of that chat, I was assured that I would continue receiving all my current services for $33/month. I accepted this offer and was told it had been corrected.

Fast forward to today, April 25, 2025, I log in to check my account and see a charge of $103. I immediately contact your team via chat again, only to be told that “Xfinity did not receive consent” for the change. That is absolutely false. I did consent — via the original chat — and your agent confirmed it was resolved.

To make matters worse, the representative I spoke to today attempted to offer me different options and then had the audacity to say they didn’t know who I spoke to previously — and weren’t even sure if that person was a legitimate Xfinity employee. Excuse me? Are you now claiming that unauthorized or unsanctioned individuals have access to your internal chat system and are able to view and manipulate customer accounts? That’s a serious security breach if true.

I was then transferred to a supervisor who was completely incompetent. I had to repeat my entire issue again — for what felt like the hundredth time — only to be presented with the same inadequate options I had already declined. This supervisor claimed the issue was being escalated to their manager and that I would receive a call in 20 minutes.

The call comes in — and it’s yet another representative who begins with, “This is Xfinity, how can I assist you?” I respond that I’m awaiting a manager’s call and am forced to re-explain everything yet again. After going through the entire ordeal, this person transfers me to a supervisor, who again makes me repeat myself, and then finally to a manager who starts the process all over.

This so-called manager had no idea what was going on, admitted to just “picking up the phone,” and as I’m trying to explain my issue, he cuts me off repeatedly with a dismissive “yeah, yeah.” Instead of listening or reviewing the notes on my account, he tells me I’m wrong — without looking at a single thing. When I asked him to take some time to actually look into my account and call me back, his response was, “I’ll try.”

You’ll try?! After three hours of going in circles, being ignored, talked over, dismissed, and repeatedly forced to explain myself, the best you can offer is that you’ll try?

This entire experience is nothing short of outrageous. The incompetence, negligence, and lack of accountability shown by your entire support structure is appalling. This is the final straw.

Let me be very clear:

I am no longer interested in continuing services with Xfinity. I would rather pay double with another provider than endure another second of this chaos. Xfinity has failed me for the last time.