Extremely Poor Customer Service and Failure to Resolve Executive Escalation

I am extremely disappointed with the way my service issues have been handled.

I have spent months and countless hours trying to resolve issues that began with my original installation. During this process, I have been transferred between multiple departments, including Billing, Internet, Home Security, and general support. I repeatedly had to explain the same situation to different representatives despite having an Executive Customer Relations case, [Edited: Personal Information], documenting the history.

The most frustrating part is that the Executive Customer Relations case was ultimately closed even though the underlying issues were not fully resolved.

Among the issues I experienced:

The original technician refused to relocate my gateway even though I had an existing cable outlet available in the room.
Equipment was unnecessarily shipped to me and was not collected by the technician.
I experienced concerns with my 1.2 Gig service.
I was charged a $100 installation fee that was eventually credited, but only after additional effort and escalation.
I was repeatedly transferred between departments instead of having one team take ownership of the situation.
When I attempted to schedule a technician to address the unresolved installation issue, I was again presented with a $100 charge despite previously being told the issue could be addressed as part of the resolution.
I was then transferred again to see if another team could provide the appointment without the charge.
After all of this, I was offered a $20 credit as a gesture for the inconvenience.

I want to be clear: the $20 is not the issue. The issue is that I have spent an unreasonable amount of time trying to get Xfinity to take ownership of a problem that has been ongoing since I established service.

I requested a one-year complimentary Xfinity Home Security package, including installation, as a meaningful customer accommodation for the overall experience. I understand that the representatives I spoke with may not personally have the authority to approve that request. What is unacceptable is being told that there is apparently no department or person who has the authority to review a meaningful accommodation, even after I had already gone through Executive Customer Relations.

If Xfinity does not want to provide the accommodation I requested, that is ultimately its decision. However, closing an Executive escalation, transferring a customer repeatedly, offering a $20 credit, and then saying there is nobody who can review the situation is not what I consider resolution or customer service.

I am asking Xfinity leadership to review the complete chat history, the Executive Customer Relations case [Edited: Personal Information], the technician history, and the associated account notes and evaluate how this situation was handled.

I am not asking another frontline representative to apologize or repeat the same explanation. I am asking for actual ownership and accountability for the customer experience.

After months of dealing with this, I simply want Xfinity to acknowledge that this was not handled appropriately and determine whether a meaningful resolution is warranted.