Complaint Regarding Unprofessional Customer Service Experience on October 29

Hi,

I’m writing to file a complaint regarding an unprofessional experience I had with one of your customer service representatives during a phone call on October 29 at around 10:21 a.m. PT, lasting approximately 33 minutes.

The purpose of my call was to check the status of an overcharge issue on my billing cycle from September 25 to October 26, which another representative had already identified as invalid and started resolving on October 27. However, when I called on October 29, the new representative immediately insisted that the charge was valid and said she couldn’t find any notes from the previous case.

I explained multiple times that I had purchased a Canada Pass on October 15, prior to my trip, and had received a confirmation email for it. Despite this, she repeatedly interrupted me and kept insisting that the charge was valid, even implying that she couldn’t locate any record of the pass. It felt as though she was questioning my honesty rather than investigating the issue.

After she eventually calmed down, I asked her to review the billing details again. At that point, she appeared to realize the mistake and said she was working on correcting it. However, after about 10 minutes of silence, she ended the call abruptly without any communication or confirmation, which I found very unprofessional.

Although the billing issue has since been resolved at a local Xfinity store, I wanted to bring this representative’s conduct to your attention for review and coaching purposes. The repeated interruptions, dismissive tone, and abrupt ending made the interaction unnecessarily frustrating.

Thank you for your time and attention to this matter.