Corporate Complaint

Dear Xfinity Corporate Team,

I am writing to formally document and demand an immediate resolution to a serious issue that may involve a violation of legal protections for customers affected by natural disasters. On November 7th, I spent 34 minutes on a call with one of your agents to discuss my account balance and request a payment extension due to hardships caused by Hurricane Milton. During that call, on a recorded line, I was explicitly assured that my services would remain active, my account was in good standing, and that changes to my internet plan were being implemented to reduce costs moving forward.

This morning, however, I discovered that my internet service had been disconnected, forcing me to make a payment to restore it—despite having been assured three days prior that disconnection would not occur. When I contacted Xfinity, I was told that no notes existed regarding either the service changes or the payment extension related to the natural disaster. I was also informed that no supervisor was available, leaving me with no immediate recourse or escalation options.

I am now formally requesting that Xfinity immediately investigate this situation and provide a documented explanation. Specifically:

1. Why my November 7th call is not showing in your records, including both the extension agreement and the confirmation of no disconnection.
2. Clarification of Xfinity’s policy on disaster relief protections for customers affected by a natural disaster, as this case may represent a direct breach of such protections.
3. Details of my current contract and plan to ensure transparency moving forward.

This incident has compelled me to explore my legal rights in this matter, as forcibly disconnecting services under false assurances to a disaster-affected customer may constitute a violation of state or federal disaster relief laws. I would appreciate an immediate written response confirming that Xfinity is taking these concerns seriously and detailing the steps being taken to rectify this matter.