complaint

Dear Xfinity Customer Support,

I am writing as a long-time Xfinity customer, a Platinum rewards member, and someone who has maintained a legacy package for many years. I am reaching out to share the extremely poor customer service experience I have endured over the past month and to request a thorough review and resolution by a manager.

Over a month ago, I called to explore potential options to reduce my monthly bill. During that call, the agent did not inform me that changing my plan would significantly reduce my premium channels, nor that re-adding the services I rely on would ultimately cost more. Additionally, there were extensive delays in processing the change, and the bill adjustment I had been told to expect never occurred.

On November 9th, after noticing the lack of progress, I called again. After more than five hours on the phone with nine different representatives—including two managers—I was finally told that the plan change had never been completed and could be canceled. I was assured I would receive a call back from a manager within 24 hours. That call never came.

Forty-eight hours later, I called again. Over the course of three more hours and four additional representatives, I was told that the individuals needed to resolve my issue had already left for the day and that I would need to call back. When I did so on November 11th, I spent another 2.5 hours on the phone before someone was finally able to submit the cancellation request for the plan change I never wanted, which would have resulted in the loss of my legacy codes and package.

Throughout this entire ordeal:

• I spoke with roughly 18 representatives over three days.

• Several agents promised loyalty discounts or follow-up actions that never occurred.

• No one called to confirm the cancellation.

• An agent mistakenly scheduled an in-home service appointment—something I never requested—which required additional time for me to have corrected.

• Each time I was transferred, despite assurances that I would not lose the connection or need to repeat my situation, I was transferred without any handoff and had to retell my entire story from the beginning.

All told, I spent well over 10 hours attempting to resolve this situation, and at every step my trust and confidence in Xfinity were further diminished.

At this time, I am respectfully requesting the following:

1. A call back from a manager who can fully review my case and ensure proper resolution.

2. Removal of the late fee on my current bill, as the delay in payment was directly related to the unresolved issues and the multiple calls I made throughout the month.

3. Assistance adding the extended sports package (including NFL RedZone) without increasing my overall monthly bill, as I am on a fixed budget. This was something I attempted to discuss repeatedly during my calls but could not address due to the ongoing account issues.

4. Confirmation that my legacy account is in tact and has NOT been changed. 

I hope Xfinity will take this situation seriously, review the extensive documentation on my account, and take meaningful steps to address the unacceptable customer service experience I have endured. I have been a loyal customer for many years, and I am deeply frustrated and disappointed by what has transpired. I am asking for Xfinity’s help in making this right and restoring my confidence in your service.

Thank you for your time and attention. I look forward to hearing from a manager as soon as possible.