Complaint

I am contacting you to formally document and escalate a serious customer-service complaint.

I have experienced multiple unresolved issues with Xfinity over approximately the past two months, including problems with my account transfer, billing and billing explanations, difficulty reaching customer service, and now an ongoing Peacock account-linking problem.

I have spent many hours attempting to resolve these matters through Xfinity support. I have repeatedly been asked the same questions, transferred between representatives, and taken through troubleshooting that has already been completed. Most recently, I was instructed by Xfinity to disconnect my old Peacock account, but following those instructions simply resulted in the same error stating that my Xfinity account is already linked to another Peacock account.

I specifically requested that my concerns be escalated rather than continuing with repetitive troubleshooting. My requests for escalation were not acknowledged. I then clearly requested that the matter be handled in writing because I have already spent hours on the phone with Xfinity and need a written record. Despite that request, I was contacted by phone anyway.

Most concerningly, after I reiterated that I wanted written communication and escalation, the entire Xfinity chat was ended and I was removed from the conversation. The conversation is no longer available to me.

I am requesting that this be treated as a FORMAL CUSTOMER SERVICE COMPLAINT and escalated to the appropriate corporate/customer-relations team.

I am requesting:

• A complete review of my account and account-transfer history
• A complete review and explanation of my billing, charges, credits, adjustments and fees
• A review of my previous customer-service interactions and attempted resolutions
• Resolution of the Peacock account-linking issue
• Documentation of my previous requests for escalation and written communication
• A formal case/escalation number
• Written communication regarding this complaint rather than telephone calls
• Consideration of an appropriate service-recovery/goodwill credit or other accommodation for the substantial amount of time, inconvenience and frustration caused by these repeated unresolved issues

I want to emphasize that I am not trying to blame an individual representative. My concern is the overall pattern of problems, the difficulty obtaining assistance, the repeated failure to provide clear answers, and now the fact that my attempts to formally escalate the matter have resulted in the chat being terminated.

I would prefer to remain an Xfinity customer, but this experience has seriously affected my confidence in the company. I am asking that someone take ownership of this situation and review it as a whole rather than treating each issue as an unrelated troubleshooting request.

Please acknowledge receipt of this complaint, provide the case/escalation number, and confirm that it has been referred to the appropriate team for review.