Customer Service Complaint- Xfinity

I’m writing to express my deep dissatisfaction with the customer service I received from Xfinity. I contacted the company to cancel my internet service and was kept on the phone for over an hour. The representative repeatedly asked for my cell phone ID number and the last four digits of my Social Security number, despite the fact that I had already verified my home address and account number. I asked why this information was necessary just to cancel internet service, and he could not provide a clear explanation.

Throughout the call, I was placed on hold multiple times. I hung up out of frustration, and the representative called me back each time—this happened three separate times. Eventually, he told me it would take 24 hours to process the cancellation and that he could not provide a confirmation number. He also

acknowledged that I did not have cell phone service with Xfinity, so the request for my phone ID made no sense.

I initially wanted to cancel because my monthly bill increased from $70 to $90 without explanation. When I asked about the increase, the representative could not give me a reason. I also learned that I had been signed up for a landline service I never requested, and again, no one could explain why.

This experience was frustrating, confusing, and unacceptable. It should not be this difficult to cancel a service. I will not be using Xfinity again and will advise others to be cautious if they choose to do so. Watch your bill closely, and be prepared for poor customer support.

I hope this feedback is taken seriously and leads to improvements in how customers are treated.