Executive Escalation Requested: Suspected Technician Fraud, Unauthorized Disconnection, & Ongoing Account Failures

I am requesting that this matter be escalated to Comcast Executive Customer Relations (ECR). I am not requesting another standard customer service or technical support interaction.

I became a new Xfinity Internet customer on July 24, 2026. In my first month of service I've dealt with an installation technician repeatedly soliciting direct payment for an installation Xfinity confirmed was free, incorrect billing for service I never received, repeatedly contradictory information from customer service, and the unauthorized disconnection of my active Internet service with no advance notice.

July 24: Installation and technician conduct

The technician assigned to my installation initially left after about a minute, telling my wife as he drove off that we had no appointment. He returned 15 minutes later; I showed him my Xfinity confirmation, and he told me he would do the install but that I would need to pay him directly. I refused, since the install was confirmed free, and told him to have Xfinity bill me for anything legitimate. He asked for direct payment several more times during the install.

I called Xfinity twice to report this. One rep initially said this was standard practice; after consulting a supervisor, the rep confirmed the technician should not have asked for payment and said it would be investigated. I also documented this in writing with Comcast Customer Experience on July 28.

August 6: Incorrect charge

Despite activation not occurring until July 24, Xfinity withdrew $12.90 from my bank account for service dates before activation, with no bill explaining the charge. Customer service confirmed the error and said it would be refunded. As of August 23, no refund had appeared.

August 23: Active service disconnected without authorization

At approximately 3:45 PM ET, my working Internet service was disconnected with no notice. When I called, I was told I had never had service at this address, despite professional installation on July 24 and a month of working service on the same modem.

A supervisor named Oliver told me the only way to restore service was to agree to new terms including a $100 professional installation charge, which he said would later be credited. I was then told the existing modem could not be reactivated at all and I would need to wait until August 26 for another technician visit. That proved incorrect too: I reactivated the existing modem myself, without a technician, and service came back immediately.

I then spent several more hours in Xfinity chat support trying to confirm the account was actually fixed. Support confirmed my plan as Internet up to 1000 Mbps for $50 a month for five years, and said the unneeded technician appointment and $100 charge would be removed. Despite this, Xfinity's own systems kept showing conflicting information: the website showed my service as inactive while the app showed it active, and the technician appointment and charges continued to appear. A credit escalation was opened under ECM0024612040, but I have not received confirmation the underlying problem was actually fixed.

I also asked directly to be escalated to Executive Customer Relations during that chat. I was told I would be connected to a supervisor, and the chat ended before that happened.

In about one month as a new customer, I've had a technician solicit direct payment for a free install, money withdrawn for service I never received, a promised refund that never arrived, active service disconnected without authorization, Xfinity claiming I never had service at my address, a demand to pay for and schedule another installation for service that already existed, repeated information from reps that later proved incorrect, conflicting account status across Xfinity's own app and website, and many hours spent resolving problems I did not cause.

I have the written correspondence from the installation incident and a full transcript of my August 23 support interaction documenting this.

I'm requesting that Executive Customer Relations take ownership of this and provide:

1. An investigation into why my active service was disconnected without authorization, and correction of the underlying account or provisioning issue.
2. Written confirmation my account is properly active and my agreed 1000 Mbps, $50 a month for five years plan is intact.
3. Removal of the unnecessary installation appointment and $100 charge, with written confirmation I will not be billed for it.
4. Completion of the promised $12.90 refund.
5. Follow-up on the technician's repeated solicitation of direct payment.
6. Service credit given the time spent and disruption caused by these errors.

Given how many times I've already been told something was fixed and found otherwise, I'm asking that this not be considered resolved until the corrections show up in Xfinity's systems and I get written confirmation.

Please have an official Xfinity rep respond here so I can privately provide account details and documentation. I'm specifically asking for an Executive Customer Relations escalation and case number, not another Tier 1 troubleshooting session.