Extremely Frustrating Customer Experience – Account Transfer and Cancellation

I’m writing to express my frustration with a recent customer service experience that was both time-consuming and unnecessarily complicated.

I contacted support to complete what should have been a straightforward request: cancel one account and transfer my remaining mobile lines to an already established account. This was not a complex scenario, but simply a closure of one account and a reassignment of lines to another existing account.

Instead, I was transferred four separate times and spent nearly two full hours on the phone (I have a screenshot to prove this) trying to resolve this issue. That is not an exaggeration. What should have been a simple task turned into an exhausting, drawn-out process.

It became clear that the issue lies in how your support is structured across different departments with limited access and permissions. The first representative I spoke with was helpful and professional. I provided both account numbers upfront, and she understood exactly what needed to happen. However, she reached a point where she could not complete the mobile line transfer due to lack of access or authority. Despite having all of the correct information, she had to transfer me.

The second representative required me to start over entirely, including re-sharing account numbers and explaining the situation from scratch. To add to the frustration, although I am the owner of one account and the manager of the other, I still needed to involve my wife for authorization on the managed account. That added another unnecessary layer of friction for something I should reasonably be able to handle.

That second representative also was unable to complete the request and transferred me again.

The third representative was finally able to transfer my mobile lines, but even then, I was transferred yet again to a fourth person just to cancel the internet service tied to my previous address.

What should have been one continuous interaction turned into a fragmented process across multiple departments.

If I had not been able to dedicate close to two hours of my time, this would not have been resolved. I don’t understand how a typical working adult is expected to navigate a process like this. I work from home and had the flexibility to stay on the line, but many people do not. Expecting customers to spend hours on the phone is not realistic.

What makes this even more frustrating is that I initially attempted to handle this in person. When I visited an Xfinity store, I was told to call customer support, leaving me without any practical in-person option and forcing me into this prolonged phone experience.

At a certain point, the process becomes so inefficient that it feels like it would be easier to cancel all services entirely and establish new service with a different provider just to start fresh. That should never feel like the more convenient option.

This experience highlights a clear lack of coordination between departments, inconsistent access across support representatives, and a gap between in-person and phone-based service. I strongly encourage you to review and improve these systems so that basic account changes can be handled efficiently and without unnecessary redundancy.

Sincerely,
Juan [Edit: Personal Information]

Current Xfinity Customer (For now)