Employee Compliment

To: Xfinity Leadership / Management

Subject: Commendation for Austin - Factoria Bellevue Store

This communication is to formally recognize the exceptional service provided by Austin at the Factoria Bellevue, Washington location on December 7, 2025, at approximately 2:00 p.m.

Incident Summary

Prior to this visit, I had attempted to resolve an ongoing billing error through four separate interactions—including in-store visits and online chats—over a three-month period. Previous representatives, specifically "Riya" (10/24/25), "Abhishek" (11/2/25), and "Akash" (11/18/25), failed to resolve the issue. In those instances, I was inaccurately assured the problem was fixed and was instead presented with unsolicited upsells and upgrades.

Austin’s Performance

Unlike previous contacts, Austin demonstrated technical proficiency and a commitment to resolution:

• Efficient Diagnosis: Austin identified the root cause of the billing error within five minutes of the consultation.
• Thorough Resolution: He dedicated over an hour to coordinating with his supervisor and "higher-level" representatives to ensure the correction was processed while I was present.
• Accountability: He provided direct contact information to facilitate follow-up should any further issues arise.

Impact

Austin’s professionalism and technical expertise corrected a long-standing error that multiple other channels failed to address. His performance reflects positively on the Factoria Bellevue team and stands in stark contrast to the substandard service experienced during my online chat interactions.

I request that this feedback be documented in Austin’s personnel file and shared with the store leadership.