Complaint Regarding Inappropriate Question During Service Setup Call

I am writing to file a complaint regarding a recent experience I had while attempting to set up internet service at my sister’s new residence in Georgia.

Since my sister is currently traveling, I contacted Xfinity on her behalf to help set up the service. I clearly explained to the representative that I was calling to assist with setting up service for her new home.

During the call, the agent unexpectedly asked whether my sister is an immigrant. I was surprised and uncomfortable with this question, as it seemed completely unrelated to the purpose of the call and the setup process. The representative then proceeded to ask for the address, her name and email, and informed me that I would receive a “service code” and should call back. When I asked for clarification about the service code and next steps, the agent was vague and did not offer a clear explanation—only stating, “you know you need the service code to set up.”

I found the immigration-related question inappropriate and unnecessary. I would like to understand:

1. Why that question was asked,

2. Whether it is part of your standard customer service script,

3. What exactly the “service code” refers to, and how to proceed with the setup.

I trust that Xfinity values respectful treatment of all customers, regardless of background, and I hope this matter will be taken seriously. I would appreciate a formal response and any clarification you can provide.