Complaint. Action Required.

dear @Xfinity,

I am requesting that someone from your customer relations team investigate my experience at your Union City store (31055 Courthouse Dr, Union City, CA 94587).

Today, after spending nearly an hour on the phone with customer support, I was told I had to visit a store to make my payment because it couldn’t be processed with my debit or credit card over the phone.

At the store, I was first directed to a payment kiosk, only to discover it accepted cash or check—not debit or credit as I had been led to believe. An employee assisted me but simply repeated the instructions already displayed on the screen, offering no real solution. We then had to drive to the bank to withdraw cash.

When we returned, we were told the kiosk required exact change because the store no longer handles cash. We left for just a few minutes to get change. The employees knew exactly why we left and knew we were coming right back.

When we returned—before the posted 7:00 PM closing time—the doors had already been locked. I have photos showing the time. I knocked on the door and could hear employees inside talking and laughing while ignoring us.

What upset me most wasn’t the inconvenience—it was the complete lack of courtesy, empathy, and professionalism. A simple warning that the store was about to close, or allowing us to complete a transaction they knew we had been working on, would have prevented hours of frustration.

As someone who works in customer service, I understand employees have schedules and stores close. But treating customers with respect and basic courtesy should never stop at closing time.

I also left the interaction feeling singled out and unfairly treated by the store manager. I ask that Xfinity review any available security footage, speak with the employees who were working this evening, and investigate this incident thoroughly.

I expect someone from @Xfinity to contact me regarding this experience. Customers deserve better.