Bad customer service experience and unresolved issue

On October 13, 2025, I contacted Xfinity customer service and initially spoke with Kelsey regarding the activation of my phone Kelsey was professional, attentive, and helpful. By the time our call ended, my phone was working properly and the issue appeared to be resolved.

However, later that same day, I had to call customer service regarding my iPhone XR mirroring everything on my iPhone 15 Pro Max. aThis time, I spoke with a representative named Moises, whose conduct was extremely unprofessional and unacceptable.

Throughout the call, Moises appeared to be listening only to respond, rather than taking the time to understand the issue I was explaining. I expressed to him that there was a communication problem and requested to speak with a supervisor. Moises refused to provide his name when asked, questioned why I needed it, refused to transfer me to a supervisor, and then disconnected the call.

Immediately after the call was disconnected, my phone stopped working, and my phone number was changed without my consent. Moises’s behavior was rude, condescending, and unprofessional, which caused unnecessary frustration and stress.

Following this incident, I reached out via live chat, where a representative assured me that my issue would be resolved. However, after some time, failed to follow through on the promised assistance. As of now, I am still without service on my phone.

I have been a customer for less than 24 hours, and this experience has already been extremely disappointing and stressful. This level of service is completely unacceptable. Free or not, no service should come at the cost of a customer’s mental health or peace of mind.

I am requesting the following:

1. Immediate restoration of my phone service and correction of my phone number.

2. A full investigation into Moises’s behavior and training.

3. Confirmation that this complaint is documented and will be addressed internally.

If this issue is not promptly and satisfactorily resolved, I will have no choice but to escalate my complaint to the Better Business Bureau (BBB), the Federal Trade Commission (FTC), and the Office of the Attorney General for further review and investigation.

Please contact me as soon as possible to resolve this matter.