Formal Complaint – Account Mismanagement, Unauthorized Plan Changes & Repeated Service Failures (6–8 Months)

To Whom It May Concern,

I am writing to file a formal complaint regarding severe, ongoing mismanagement of my Xfinity account over the past 6–8 months. The issues I have experienced are unacceptable and have yet to be resolved despite numerous contacts with your support team.

SUMMARY OF ISSUES:

1. Repeated Unauthorized Account Number Changes
My account number has been changed multiple times without my authorization or a clear explanation. This has caused significant confusion and disruption to my service history.

2. Deceptive Chat Support Practices
On multiple occasions, chat support representatives promised resolutions — including speed upgrades and router replacements — that did not fix my issues. Instead, these interactions resulted in the creation of three (3) separate accounts on my profile without my consent, and the loss of a free internet line I was entitled to.

3. Wrongful Plan Change
I was originally on a 300 Mbps plan. I have been moved — without my agreement — to a 1 Gbps plan at $50/month, which I did not request and do not want. I am being billed for a plan I never asked for.

4. Defective Router Replacements
I have received four (4) replacement routers. Every single one drops 2.4 GHz connectivity for my IoT devices — either overnight or at random intervals — rendering them useless. This is a clear hardware or firmware defect that your support team has failed to address.

WHAT I AM REQUESTING:

• Immediate restoration of my original 300 Mbps plan at the correct original rate
• Removal of all duplicate/unauthorized accounts created without my consent
• Reinstatement of my free mobile line that was lost due to your support team's errors
• A credit or refund for all months I was tricked to upgrade to 1 Gbps plan saying it will resolve problems
• A router that reliably maintains 2.4 GHz connectivity, or confirmation that the issue will be resolved
• A single, stable account number going forward

If these issues are not resolved promptly, I will have no choice but to escalate this matter to the FCC, the FTC, and my state's Attorney General consumer protection office, and submit a formal complaint with the Better Business Bureau.