file a complaint

1) Xfinity chat representative changed my internet plan without my permission. 2) Xfinity chat representative just said it, they don't  do it.

My internet contract had been expired, so i chatted with a Xfinity agent to ask him about new plans. He (I don't remember these representative's names, so I use him below in general) suggested me an internet plan bound with a cell phone. I told him that I need to think about the plan, I would contact Xfinity about my decision on the next day. Please don't update my plan before I make the decision. However, the agent still updated my plan even i told him NO.   After I got an email about shipping a cell phone to me, i chatted with Xfinity agent immediately. I told the agent that the previous agent ordered the cell phone for me without my permission, please cancel the order. However, a new cell phone is still shipped to me. After that, I chatted with a Xfinity agent again about my case.  I was told that he would send me a return label after ending our chat. However, I don't get the return label, in stead, I got a statement on my mobile account due to the unauthorized cell phone. (Actually I don't have any cell phone service on Xfinity any more, I asked Xfinity closed my mobile account, but it doesn't seem they did). Then I chatted with Xfinity again to repeat my case again on 7/20 last Thursday . That agent told me that he cannot generate a return label, he asked me to return the cell phone in a local store. I told him there is no Xfinity store near by my home. He told me that he would ask some team (maybe voice team) to call me to resolve my issue. I don't get any call from Xfinity last Friday and today (7/24). In stead, my bill has been charged due to the unauthorized cell phone today. I spent lots of time to chat with Xfinity agents, they don't resolve my issue, they make my issue worse.  I am very disappointed and frustrated about Xfinity services. I really question about if Xfinity train their representative. they are not professional at all. I am so surprise Xfinity order a cell phone for me without my permission!!!

so I decide to post my compliant here. If my issues cannot be fixed completely and quickly, I would formally file a complaint against Xfinity to FCC.