Extremely dissatisfied 6 year customer

Dear Executive Customer Relations,

My name is [Edited: "Personal Information"], and I am submitting this as a **formal executive-level complaint and request for immediate intervention** regarding my Xfinity Mobile account.

**Account Number:** [Edited: "Personal Information"]

**Xfinity Mobile Number:** [Edited: "Personal Information"]

**Best Contact Number:** [Edited: "Personal Information"]

**Customer for:** More than 6 years

### REQUEST FOR IMMEDIATE RESOLUTION

I am asking Xfinity to:

1. **Restore my original Xfinity Mobile telephone numbers and lines.**

2. **Restore my mobile service.**

3. **Place a hold on collection of the disputed balance while this matter is investigated.**

4. **Waive the outstanding balance and bring my account to a $0 balance**, given the documented history of payment-processing failures, service interruptions, the $1,500 credit previously issued by Xfinity, and the repeated failures to resolve these problems.

5. **Allow me to start fresh with my Xfinity Mobile service** rather than being penalized for problems I repeatedly attempted to resolve.

6. Assign **one executive-level representative** to take ownership of this matter and communicate with me until it is resolved.

Most importantly, I am requesting that **my original telephone numbers be preserved and restored regardless of the status of the disputed balance while this complaint is being investigated.** These numbers are important to me and my family, and losing them because of a dispute I have repeatedly attempted to resolve would cause significant hardship.

### BACKGROUND

During 2025, while changing jobs and experiencing temporary financial difficulties, I entered into a payment arrangement with Xfinity Mobile.

I subsequently contacted Xfinity and changed the payment method for the payment arrangement from the card ending in **5442** to the card ending in **0350**.

That change was never properly implemented.

Xfinity repeatedly attempted to take payments from the card ending in 5442 instead of the card ending in 0350. This resulted in multiple interruptions of my mobile service.

Each time this happened, I contacted Xfinity, explained the situation, and was assured that the issue would be addressed. I was also repeatedly granted extensions on my payment arrangement because of the circumstances.

During this same period, my mobile phone stopped working because of what I was told was a SIM-card-related problem. I contacted technical support multiple times but was unable to resolve the problem.

A technical-support representative eventually instructed me to visit an Xfinity store to obtain another SIM card and receive assistance.

Unfortunately, my experience at the Xfinity store was extremely disappointing. I explained the problem, but I was told that the store could not help me because I was on a payment arrangement.

I subsequently contacted Xfinity again and explained what had happened.

Later that evening, I received a call from the supervisor of the representative I had spoken with. He apologized for my experience at the store and issued a **$1,500 credit** to my account covering my past bills because of the experience.

At that point, I believed Xfinity had finally recognized the problems I had experienced and was taking responsibility for correcting them.

I was extremely pleased with that resolution.

Unfortunately, the problems continued.

After the payment arrangement ended, my monthly payment was again supposed to be taken from the card ending in **0350**. Once again, the payment was not properly processed from that card.

Instead of resolving the payment-method issue, the $1,500 credit was removed and my Xfinity Mobile service was terminated rather than simply suspended.

I believe the handling of this account requires a thorough review because the same payment-method problem that I had repeatedly reported continued to occur despite my attempts to correct it.

### REPEATED ATTEMPTS TO RESOLVE THE MATTER

Since then, I have spent hours attempting to resolve this matter through Xfinity's normal customer-service channels.

Unfortunately, I have experienced:

* Calls being disconnected or hung up on.

* Incorrect telephone numbers being provided to me.

* Cold transfers back to the original customer-service number.

* Being placed back at the beginning of the customer-service queue.

* Being unable to receive callbacks because of problems with the number being used for the transfer.

* Having to repeatedly explain the same situation to different representatives.

* Promises being made and subsequently broken.

* Being told that an investigation would occur without receiving the promised follow-up.

I specifically spoke with a customer-service supervisor named **Jennifer**, who acknowledged my concerns and told me that I would receive an email after an investigation.

That email was never received.

At this point, I do not believe another routine transfer between customer-service departments will resolve this matter.

I am asking Executive Customer Relations to take ownership of the situation.

### MY ORIGINAL TELEPHONE NUMBERS

I want to emphasize that restoring my original telephone numbers is extremely important.

My family and I have had these numbers for a significant period of time. They are associated with our personal contacts, accounts, businesses, family members, and other important communications.

I am therefore asking Xfinity to **preserve and restore these numbers as part of the resolution of this complaint.**

I also want to clarify that Xfinity has sent text messages to my number ending in **4311**, including a communication sent on **August 11, 2026**, as well as an earlier communication.

However, the SIM card associated with that number has not functioned for several months and the service is currently suspended/terminated. Therefore, I have not been able to receive those communications.

I understand that Xfinity may have attempted to communicate with me, but sending communications to a number that is not functioning does not provide an effective means of resolving the problem.

### DOCUMENTATION

I have documentation supporting my account of these events, including screenshots, emails, and other records.

I am prepared to provide those documents upon request.

I am specifically asking Xfinity to review its internal records, including:

* Payment-method changes

* Payment attempts

* Payment-arrangement extensions

* Service interruptions

* Account notes

* The $1,500 credit

* The subsequent removal of that credit

* Service suspension/termination

* My calls and prior escalations

* The investigation referenced by Supervisor Jennifer

* Any communications sent to my Xfinity Mobile number

### REQUESTED RESOLUTION

I have been a loyal Xfinity customer for more than six years and have several Xfinity Mobile lines.

I am not asking Xfinity to ignore legitimate obligations. I am asking the company to recognize that I repeatedly attempted to correct these issues and that the problems continued despite those efforts.

I believe the most reasonable resolution is:

**• Restore my original Xfinity Mobile numbers and lines.**

**• Restore my mobile service.**

**• Place the disputed balance on hold while this complaint is investigated.**

**• Waive the outstanding balance and bring the account to $0.**

**• Reinstate my account in good standing and allow me to start fresh.**

**• Assign an executive-level representative to handle the matter from this point forward.**

**• Provide me with a written response explaining the findings of the investigation and the resolution being offered.**

I have spent an extraordinary amount of time attempting to resolve this through normal customer-service channels. I have followed the instructions given to me by Xfinity representatives, made payment arrangements, attempted to correct my payment method, contacted technical support, visited an Xfinity store when instructed, and repeatedly called customer service.

I believe I have been more than reasonable in attempting to resolve this matter.

I am now asking Xfinity to take responsibility for the failures that occurred and provide a fair resolution.

**Please preserve my original telephone numbers while this complaint is being reviewed. I am specifically requesting that my numbers not be reassigned, released, or permanently disconnected while this matter is pending.**

I respectfully request a written response from Executive Customer Relations and a direct point of contact who can work with me until this matter is completely resolved.

I appreciate your time and sincerely hope that Xfinity will take this opportunity to correct the situation and restore my confidence as a long-term customer.

Sincerely,

**[Edited: "Personal Information"]**

Account Number:[Edited: "Personal Information"]

Xfinity Mobile Number: [Edited: "Personal Information"]

Best Contact Number: [Edited: "Personal Information"]