Appointment Scheduled Without My Authorization / Installation Fee Credit

Hello,

I submitted a transfer of service request through the Xfinity app prior to my move and was initially promised a technician could come on my preferred date, July 26. However, I was then rescheduled for July 28 — a Monday morning during my work hours. As a remote worker, having service activated before the workweek was crucial.

During the technician visit, I was informed of an outage affecting 1GB customers like myself, with no estimated resolution time. This added significant stress during an already difficult move and directly impacted my ability to perform work tasks. I finally regained internet access after 8 p.m. on July 28, despite being told service would be available before 10 a.m. that day.

I spoke with a representative that evening who helped troubleshoot the issue and confirmed that a note had been added to my account promising a credit for the $100 installation fee, due to the unexpected outage and multiple scheduling issues. Despite this, I was later told there was no such note on file, which is deeply frustrating after being a long-time, loyal Xfinity customer.

Additionally:

• I returned all equipment from my previous address promptly.

• I was unexpectedly scheduled for another technician appointment on Wednesday, 8/6, which I did not request or authorize. Please cancel this appointment immediately.

This experience has been exhausting and unacceptable. I've had to contact multiple agents via phone and app, which should not be necessary for basic service. I respectfully request:

1. Immediate cancellation of the unauthorized appointment.

2. A credit for the $100 installation fee as previously promised.

I expect this issue to be resolved promptly to restore my trust in Xfinity.

Thank you.