Formal Complaint: Employee Misconduct and Unauthorized Disconnect Order, Pearland Pkwy Store, 10/4/2026

To the General Manager / Regional Manager:

I am writing to file a formal complaint about an incident at the Xfinity store at 2680 Pearland Pkwy, Ste 120, Pearland, TX 77581, on Sunday, October 4, 2026, at approximately 5:50 PM. My household has been an Xfinity customer for over 20 years and we are Diamond members.

What happened:

1. I came in to return equipment. A male employee (white, heavyset, appearing to be about 20 years old) began helping me, then stopped and called a female associate from the back to take over.

2. She checked for a replacement 4K box and told me none were in stock. I asked her whether she could order one for me.

3. The male employee interrupted our conversation and said, "She just told you we don't have any in the store." I asked why he was taking an attitude with me, and explained that the box has not worked since this week's service disruption. He responded, "Well, you can just disconnect your service."

4. I told him I was not speaking to him and asked for the manager's name. He said, "I'm the manager. Get the [Edited: Language] out of my store." He refused to give me his name or any other information.

5. He then said he was calling the police to report that I refused to leave. The female associate quietly handed me a store business card.

6. At approximately 6:17 PM, I called Xfinity to order a replacement box. The first call lasted about 7 minutes, and I was disconnected twice before reaching someone who could help. That final call took about 20 minutes before my equipment issue was resolved.

7. During that call, the representative told me a disconnect order had been placed on my home service. I never requested or authorized a disconnection. Given that it appeared within roughly half an hour of the store incident, I believe it was entered by the employee in retaliation, and it was only caught because I happened to call right away.

No customer should be cursed at or thrown out of a store for asking for help with equipment, and no employee should be able to tamper with a customer's account.

I am requesting the following:

- A phone call from the store's general manager or the regional manager.

- An investigation into who entered the disconnect order on my account, including a review of the account access log and the store's security footage from that time.

- Written confirmation that the disconnect order has been cancelled and my service will not be interrupted.

- A written response documenting this complaint, including the employee's profane language, his refusal to identify himself, and the unauthorized disconnect order, along with the corrective action taken.

Please keep the security footage, account records, and call records from this date.