file a complaint

Good morning @user_yrt42j , and thanks for visiting us on the community forums, I hope you are having a good day. With the placement of the cable box in your yard, are you wanting to have the box relocated to another area?

The concern is not "accessibility / disability" help related............ Topic moved here to the proper help section.

I would like to file a formal complaint against the Greenwood, IN store.

I went into the Greenwood, IN store yesterday 1/1/2026 after going through live chat the previous night.  I was trying to figure out why my bill had jumped 20 plus dollars and the live chat person was confusing me and was very hard to follow on my phone.  I went into the store where "Queen" helped me.  I told her I was interested in lowering my bill and trying to figure out why the bill had jumped.  She asked me for my name and my ID and immediately told me "you are not going to like this but we have no promos to help lower your cost" She did NOTHING to try and help me, she could have said ok there is nothing w/ this plan but are you willing to switch to streaming or maybe lower your channel line up? After she told me this I told her I was frustrated and I feel like every time I try and get this issue taken care of NO one wants to help and I get lied to.  She told me I needed to "stop yelling at her" ( I never yelled at her, when i get frustrated my voice fluctuates but I NEVER yelled at her)  Also if i "yelled" at her why didn't other people in the store hear it or why didn't she get someone else to come over and talk to me?  After she told me i "yelled at her" i excused myself by telling her I would just cancel the service.  I ended up calling Xfinity and speaking w/ someone who was very helpful by helping me figure out solutions to lower my payment.  She apologized over and over and told me that the store employee should have been able to help me.  Another issue I ran into was w/ the live chat rep.  He told me that the 125 plus did not offer live channels and kept trying to offer me a "free" IPAD which neither was the case.  ALL employees need to be on the same page instead of LYING or not wanting to  help customers.