Complaint: Unauthorized Transfer & Service Disruption

Dear Xfinity Customer Support,

I am writing to formally file a complaint regarding a serious issue that occurred with my account on September 30th, 2025. Without my knowledge or authorization, a transfer of service was placed on my account to an address in Renton associated with a “Jake.” I have no connection to this individual or address, and I never requested a transfer.

As a result, my internet, cable, and home security were disconnected early that morning. I rely on Xfinity for both work and safety, and this outage created a significant hardship. I lost 2.5 hours of paid work time, and my family has now gone four days without home security coverage that we actively pay for.

What troubles me most is that:

• There were no emails, verification steps, or notes in the account to confirm this change.

• Your own representatives could not determine how or why the transfer was initiated.

• After hours of calls, my services were only partially restored, and I continue to face problems (for example, my Peacock subscription cannot be reactivated until a pending “order” is completed).

• Despite this disruption, I have not been offered any explanation, apology, or credit for the severe inconvenience and risk this caused.

This is unacceptable. I request the following:

1. A full investigation into how this unauthorized transfer was allowed.

2. Confirmation that safeguards will be applied to prevent this from ever happening again.

3. Immediate restoration of all services, including home security and subscriptions.

4. Appropriate compensation for the disruption of service, the time lost from work, and the lapse in home protection.

I have been a loyal, on-time paying customer, and I expect Xfinity to take this matter seriously. Please escalate this complaint to upper management for review, and provide a direct response with both an explanation and resolution.