Customer Complaint

Subject: Formal Complaint Regarding Customer Service and Misrepresentation of Internet Promotion

To Whom It May Concern,

I am writing to formally complain about my experience at the Xfinity retail store located at 18652 E Hampden Ave, Aurora, CO 80013.

I visited this store to pick up the internet equipment for a 1 Gig Internet promotion advertised at $50.00 per month for five years. When I arrived, the store representative and the shift manager told me that I would not be able to receive the promotional internet rate unless I added an additional service, such as a mobile/voice line or TV service.

I was specifically told that I would have to pay an additional $15.00 per month for a mobile service or pay for TV service in order to qualify for the internet promotion. I explained that I had ordered the internet service online and that nowhere during the online ordering process was I informed that I had to purchase an additional service to receive the promotional rate.

Despite my explanation, the representatives refused to provide the equipment unless I agreed to add a service that I did not want or need.

Because I believed there was a misunderstanding, I contacted Xfinity customer service by phone while I was still at the store. The customer service representative reviewed my account and confirmed that the promotion did not require me to add a mobile/voice line or TV service. The representative was willing to speak directly with the store manager to clarify and confirm the promotion.

Unfortunately, the store manager refused to speak with the Xfinity customer service representative on the phone. Instead of working with me to resolve the issue, the manager told me to leave the premises when I continued asking for assistance and requested to be treated with respect and courtesy as a customer.

I subsequently went to another Xfinity retail store to obtain my equipment. The Xfinity representative who had been assisting me by phone remained on the call with me until I reached the other store to ensure that I received the assistance I was supposed to receive. At the second store, the representative immediately confirmed that there was no requirement to add a mobile/voice line or TV service to receive the internet promotion. I received my equipment and completed the process in approximately five minutes.

This experience raises serious concerns about the conduct and customer service practices at the Aurora location. I felt that I was being pressured to purchase services I did not request or need, and that the additional services were being presented as a requirement for receiving a promotion that, according to Xfinity customer service and another Xfinity retail location, did not have such a requirement.

More importantly, I was treated in a manner that I found disrespectful, unprofessional, and unnecessarily confrontational. A customer should not have to leave one Xfinity store and travel to another location simply to receive equipment for a service they have already legitimately ordered.

I respectfully request that Xfinity:

1. Investigate this incident and the conduct of the representatives and shift manager at this location.
2. Confirm in writing the actual terms and conditions of the $50.00/month 1 Gig Internet promotion for five years, including whether any additional service is required.
3. Review whether customers are being incorrectly told that they must purchase mobile/voice or TV services to qualify for internet promotions.
4. Review the store manager's refusal to speak with the Xfinity customer service representative who was attempting to resolve the issue.
5. Address the customer-service concerns and ensure that customers are treated with professionalism, respect, and courtesy.
6. Confirm that I will not be charged for or enrolled in any additional service that I did not request or authorize.

I am not opposed to Xfinity offering additional products and services to customers. However, upselling should not be presented as a mandatory requirement when it is not actually part of the promotion's terms. Customers should receive accurate information and should never feel pressured into purchasing unwanted services in order to receive a service or promotion they are otherwise eligible for.

I am requesting that this complaint be reviewed by the appropriate Xfinity customer relations or management team and that I receive a written response explaining the outcome of the investigation.

I appreciate the assistance I ultimately received from the Xfinity customer service representative and the staff at the second Xfinity store. However, the treatment I received at the Aurora location was unacceptable and should be addressed so that other customers do not experience the same situation.

Sincerely,

[Edited: "Personal Information"]