Customer service complaint

I am writing to file a complaint regarding my experience at the Xfinity store on North Atherton Street in State College, PA on May 31, 2026. The employee involved was Ben.

From the moment my child and I walked into the store, Ben appeared annoyed and unwelcoming. I explained that I had been in the store the previous day regarding a phone upgrade but was unable to complete the process at that time. Before I could finish explaining, Ben repeatedly asked, “What do you want?” I responded that I wanted to upgrade my phone and had been there the day before. His response was, “Yeah, ok. I wasn’t here yesterday.”

Although I found this response rude and dismissive, I chose to continue because I needed assistance. During my visit, I was told I needed to wait approximately an hour for my phone to become disabled so that I could turn off Find My iPhone and proceed with the upgrade. I waited the hour and returned as instructed.

When I returned, I informed the employee at the front desk that I was back to continue the process. That employee approached Ben and told him I had returned. Ben responded, “For me? I don’t know why she’s back for me,” despite the fact that he had been assisting me earlier and had specifically told me to return after the phone was disabled. His reaction made me feel as though I was an inconvenience rather than a customer seeking assistance.

During my time in the store, I also observed Ben interacting with another customer who was attempting to upgrade her phone. His attitude toward her appeared similarly dismissive and rude. Throughout my visit, he consistently acted as though he was bothered by customers and annoyed to be helping people.

I work in customer service myself, and I understand that everyone can have difficult days. However, personal frustrations should not be taken out on customers. Customers visit your store expecting professional, respectful service, and that is not what I experienced.

After spending nearly two hours at the store, I ultimately left without completing my phone upgrade because I felt ignored and disrespected. At one point, after I had already been waiting and working with him, Ben appeared to prioritize helping someone else while I was still waiting for assistance.

What concerns me most is that I was not the only customer who appeared frustrated with his behavior that day. Hearing another person complaint during a single visit suggests that this may not have been an isolated incident.

I am extremely disappointed with the service I received and hope this matter will be reviewed. If I return to this location in the future, I would prefer not to work with Ben again. Customers deserve to be treated with courtesy, respect, and professionalism, and unfortunately that was not my experience on May 31.

Thank you for your time and attention to this matter.