Complaint regarding deceptive practices

Formal Complaint Regarding Deceptive Customer Service Practices and Repeated Failure to Honor Payment Arrangements

To Whom It May Concern,

I am submitting this formal complaint regarding the unacceptable treatment I have received from Xfinity Customer Service between July 31, 2026, and August 5, 2026. As a long-time Xfinity customer with Internet and cable services, Gold Loyalty status, and a consistently positive payment history, I expected honesty, professionalism, and reasonable assistance during a temporary financial hardship. Instead, I encountered repeated deception, incompetence, predatory sales tactics, and a complete lack of accountability.

Due to an unexpected medical emergency and subsequent surgery, I was forced to remain out of work for an extended period. As a result, I contacted Xfinity solely to request a temporary payment arrangement while I recovered. Rather than receiving the support that a loyal customer should reasonably expect, I was repeatedly misled by multiple representatives who falsely claimed to have established payment arrangements, extended my payment due dates, and documented my account.

During nearly every interaction, I was reassured that my service would not be interrupted because of my Gold Loyalty status and positive payment history. I was repeatedly told not to worry and assured that everything had been resolved. At the conclusion of each call, I specifically requested that the representative document our conversation in my account. However, every subsequent representative informed me that no notes existed, no payment arrangements had been created, and no approvals had ever been processed.

As a direct result of these repeated false assurances, my Internet and cable service was suspended twice—on August 3 and again on August 4. Each suspension required additional lengthy phone calls, forcing me to repeatedly explain the same circumstances while discovering that previous representatives had failed to complete the actions they promised.

I have carefully documented each interaction, including call durations, dates, representative names, and, when provided, employee identification numbers. Two representatives refused to provide anything beyond their first names.

The level of frustration, stress, and inconvenience I have experienced has been extraordinary. It is deeply disturbing that a company that promotes itself as customer-focused can operate in such a dishonest and deceptive manner with seemingly no internal accountability. It is unacceptable that representatives can claim to complete payment arrangements, extensions, and account updates that were never actually processed. It is equally unacceptable that representatives fail to document customer interactions despite being specifically asked to do so, effectively erasing any record of their promises and leaving customers to repeatedly start over.

Adding to my concerns, several representatives attempted to use scripted statements such as “Don’t worry,” “I’ll take care of this,” and “You’re important to us,” while simultaneously failing to perform the very actions they promised. These scripted reassurances became meaningless when followed by service disconnections and discoveries that nothing had actually been completed. Rather than demonstrating customer care, these statements felt condescending, disingenuous, and designed only to end the call without resolving the underlying issue.

Most concerning was the fact that one representative persuaded me to change my service plan—resulting in an approximately $20 increase in my monthly bill—while none of the promised payment assistance was ever implemented. It is troubling that increasing my monthly charges was completed immediately, while every promised accommodation somehow failed to occur.

Timeline of Events

July 31, 2026 – Kenny (36-minute phone call)

I requested assistance with a payment arrangement and an extension due to my recent medical hardship. Kenny assured me that my service would not be suspended, stated he would handle the request, and promised to call me the following day because he could not complete it that day. I specifically asked him to document our conversation in my account. He never called back, and no notes were ever added.

August 1, 2026 – Tauhed (1 hour, 35 minutes)

Tauhed informed me that my request had been escalated to a manager and that I had been approved to extend my payment arrangement until August 14 with no interruption of service. During the same call, he convinced me to change my service plan while assuring me my monthly payment would not increase. Instead, my monthly bill increased by approximately $20. Despite my specific request that he document everything discussed, no notes were entered into my account. The following day I learned that no payment arrangement or installment plan had ever been initiated. Throughout the call, Tauhed repeatedly referenced my Gold Loyalty status and excellent payment history as justification for approving the requested accommodation.

August 2, 2026 – Tousif Khan (1 hour, 25 minutes)

The representative identified himself as Tousif Khan. He informed me that he had successfully established a 12-month installment plan for approximately $261 per month and restored my service. He repeatedly assured me that my service would not be interrupted again. He promised to send a confirmation email, which I never received. He also refused to provide his employee identification number.

August 3, 2026

Despite the previous day’s assurances, my service was suspended.

August 3, 2026 – Victor (3:33 p.m., 1 hour, 25 minutes)

After demanding a supervisor, I spoke with “Victor,” who claimed to be a Loyalty Supervisor. Victor stated that he personally approved and initiated a 12-month installment agreement requiring payments of $16 per month toward my past-due balance. He applied a $150 credit to my account, restored my service, advised that no down payment was required, reduced my payment plan to approximately $219, and informed me that my next payment would be due on August 17. Once again, he repeatedly emphasized that, because of my Gold Loyalty status and excellent payment history, everything had been resolved and there would be no further interruption of service. He promised I would receive written confirmation within 24 hours, which never occurred.

During this call, he was also persistent in attempting to sell me Xfinity Mobile service despite my clearly explaining that I had no interest in adding services while my existing issue remained unresolved. The following morning, despite all of his assurances, my service was disconnected once again.

August 4, 2026

My service was suspended for the second time.

I immediately contacted Customer Service and spoke with Alexandra (Employee ID: 10453623) for approximately 1 hour and 23 minutes. Alexandra informed me that none of the installment plans supposedly established during the previous evening had actually been created and that no account notes had been entered. She personally walked me through establishing an installment arrangement using the Xfinity app, and I paid the required $50 down payment directly from my bank account.

She also advised me that she had escalated my complaint and created Case Number ECM0024052849, assuring me that I would receive contact within 24 hours. More than 24 hours later, I had received no communication or confirmation.

August 5, 2026

Alexandra called to follow up regarding my concerns. Although I appreciated her professionalism, the installment arrangement still had not appeared on my account. My Xfinity app continued to display a notice stating that I needed to pay $163.48 or my service would again be suspended on August 5. Additionally, the escalation case had already been marked “closed” without any communication or resolution.

Later that day, I initiated a live chat with Pallavi, who informed me that my installment arrangement was “processing,” assured me that my service would not be interrupted, and stated that my next payment would not be due until September. Given the repeated false representations made by prior representatives, I have preserved the complete transcript of this chat as evidence.

At this point, I have lost confidence in the accuracy and credibility of information provided by Xfinity Customer Service. No customer should have to spend more than eight hours over multiple days repeatedly correcting the same problem because representatives either fail to perform the actions they promise or intentionally misrepresent the status of an account.

I am requesting:

• A full investigation into each of these documented customer service interactions, including review of call recordings.
• A written explanation as to why representatives repeatedly claimed to establish payment arrangements that were never processed.
• Immediate confirmation that my installment agreement has been properly established and that no further service interruptions will occur while I remain compliant with that agreement.
• Correction of any billing errors, including the unwanted increase in my monthly bill resulting from the misleading service plan change.
• Appropriate compensation or billing credits for the repeated service interruptions, excessive time spent attempting to resolve these issues, and the unnecessary stress caused by Xfinity’s repeated failures.
• A review of the customer service practices that allowed representatives to repeatedly misrepresent completed actions while leaving no documentation in customer accounts.

If this matter is not resolved promptly and satisfactorily, I intend to pursue formal complaints with the Better Business Bureau, the Federal Communications Commission (FCC), and any other appropriate consumer protection agencies.

I expect a written response addressing each of the concerns outlined above and detailing the corrective actions Xfinity intends to take.