Extremely Unacceptable Customer Service Experience – Request for Immediate Escalation

I am posting this because I had an extremely unacceptable experience with Xfinity customer service today, October 7, 2026, at approximately 5:15 PM PST, and I would like this matter escalated for investigation.

I contacted Xfinity regarding a billing issue. From March through May, I was charged $95.59/month. I called on May 29 to question the increase, and the representative offered me a promotion and provided a credit for June, bringing that bill to $45.76. I was told my bill would be in the $40 range going forward.

However, I was subsequently charged $80.59/month from July through September. I called today to understand why the promotion was not being applied and to have the issue resolved.

Instead of helping me, the representative repeatedly refused to address the promotion from May 29. When I continued asking for clarification, the representative:

• Called me “stupid” repeatedly.
• Told me, “Look at the time, are you stupid? We are about to close.” when I asked to speak with a supervisor.
• Asked me whether I was “an immigrant who can't understand.”
• Told me he would put me on a “blacklist” so I would never receive promotions or discounts from Xfinity again.
• Told me there were “many other carriers” if I wanted to switch.
• Insulted me using severe, explicit profanity (the "M-F" word)

Regardless of the billing issue, there is absolutely no justification for a customer service representative to speak to a customer this way. The repeated insults, inappropriate comments, threats regarding my account, and profanity were completely unacceptable and went far beyond poor customer service.

I am asking Xfinity to:

1. Immediately review the complete recording of this call and the associated customer service records.
2. Investigate the representative's conduct and take appropriate disciplinary action.
3. Provide me with a written response regarding the outcome of the investigation.
4. Review my May 29 promotion and correct the billing issue.
5. Confirm that my account has not been blacklisted, restricted, or otherwise penalized because I raised this concern.

This was one of the most unpleasant customer service interactions I have ever experienced. I hope an Xfinity moderator or appropriate representative will take ownership of this issue and contact me promptly to resolve both the billing problem and the conduct of the representative.

I have the date and approximate time of the call and expect that the recording can be located and reviewed.