disconnection of service...

I've been a Comcast subscriber continuously since Sept. of 1992, coming up on 32 years, over the course of four different residences. The customer service isn't too bad once you get a live person (many of whom may not speak English which I can understand) but I deal with it. Up until a couple of years ago, I always felt locked in because my Comcast email address was being used as my primary and I could not afford to lose access. In 2022 I began switching everything over, expecting that one day I'd be forced to jump ship. 

Then there are the business offices... at one time they had a local business office here in Waldorf (MD) where you could return/swap equipment. They shut them down, using USPS or UPS for sending out boxes and modems. The problem is when you need to return something. The retail store here [Edited: "Language"] beyond your wildest imagination. There's always a line practically out the door with 3-4 "associates" milling about checking their IG or making feeble attempts to look busy. And the entire staff is black, so if a black customer walks in and approaches the counter, they will often be waited on first while non-blacks wait in line.

I finally gave up and started taking my [Edited: "Language"] to The UPS Store, but they'll get you that way, too. I've had equipment returned via The UPS Store, only to continue to be charged and/or told I never returned the item. ALWAYS get a receipt, or you might be paying for a $600 cable box.

Here's the latest issue - on the evening of March 5th I received an email notification from Xfinity confirming my request to terminate my Triple Play package, which included instructions as to how to return the boxes and modem. The problem is I NEVER requested that my service be disconnected and I'm the only person on the account!

Whenever I've called in - especially to add or change services - I've always been required to verify my identity with the last four of my SSN or some link sent to my cellphone. I called Customer Service this morning and, after 20 minutes of getting jacked around in the same menus, I got a live person. She was nice, but clearly English was not her first language. She confirmed that my service was scheduled for termination today, and she supposedly fixed the issue.

Long story short, one of two things happened. Either some random person was able to call in using only my name and have my service terminated. And no, I wasn't hacked. Whoever did this was able to bypass normal verification and get them to shut down a 32-year subscriber. It's a good thing the email notification went to my Gmail account, or I might not have known.

The second possibility is that someone on the inside did this intentionally. Days prior I had been "debating" throughout several Facebook Groups and clearly had ruffled some feathers and received threats as to possible repercussions. Either way, they should not have been able to pull this off without some sort of identity verification.

Comcast Customer Service has one of 2 of the following scenarios: either a rep made these changes based only on the request of an unverified caller who was not authorized to make changes, or you have a bitter, vindictive employee on the inside who took it upon him/herself to sabotage my account in retaliation for me making them look like a fool.

There should be a computer audit trail that would show who/where these changes were made. I'm willing to cooperate with any investigation and/or prosecution of those involved. If they did it to me, they'll do it to others. And there's no way to know how much business they could be costing the company. That's just not how reputable companies do business.

You may still contact me directly at the number on file or email at [Edited: "Personal Information"]. [Edited: "Threat"].