Dissatisfied customer

Dear Xfinity Customer Relations,

I am writing to file a formal complaint regarding an ongoing service outage and the unacceptable customer service I have experienced while trying to have this issue resolved.

I have been without both my Xfinity internet and cable service since last Friday. When I initially reported the outage, I was assured that my service would be restored within a few hours. That never happened. Instead, I was later informed that the earliest available technician appointment would be eight days after my service was lost.

This is completely unacceptable. I work from home and rely on my internet connection to perform my job. I made this clear to every representative I spoke with, yet no one offered an expedited solution or demonstrated any concern for the impact this outage has had on my livelihood.

To make matters worse, I was repeatedly promised callbacks from supervisors that never occurred.

• On Saturday, I spoke with Koko, who was rude, dismissive, and unprofessional. She assured me that her supervisor, Terrie, would call me back within two hours. As of today, I have still not received that call.
• I later spoke with Shauna, who informed me that supervisor Alicia was available but could not speak with me because there was already a callback request assigned to Terrie. Again, no one contacted me.
• On Sunday, I spoke with Latasha, who told me that her supervisor, Robin, would call me back. I never received that call either.

It is unacceptable to repeatedly promise customers callbacks that never happen. The lack of communication, poor customer service, and inability to restore essential services in a reasonable timeframe have been extremely frustrating and disappointing.

As a paying customer, I expect reliable service and timely support when issues arise. Leaving a customer without internet and cable service for eight days—particularly someone who works from home—is unreasonable and reflects poorly on Xfinity's commitment to customer care.

I am requesting the following:

• Immediate restoration of my services or an expedited technician appointment.
• A prompt call from a supervisor with the authority to resolve this matter.
• A full credit on my account for the days I have been without service, along with consideration for the significant inconvenience and disruption this has caused.

I hope Xfinity will address this matter promptly and take the necessary steps to restore my confidence in your company. I look forward to your immediate response and a satisfactory resolution.

Sincerely,

Nicola [Edited: "Personal Information"]