Formal Complaint Regarding Unauthorized Account Termination

Dear Xfinity Customer Service Department,

I am writing to file a formal complaint concerning the cancellation of my account despite the clear communication that I would need to continue accessing my number when I return from my vacation.

On August 4th, 2024, I contacted your customer service team to request a change in my service plan from unlimited to pay-as-you-go (gig services). I planned to use the line for occasional international calls and SMS while traveling abroad for an extended vacation. I explicitly stated that I required minimal use of the Xfinity services solely for urgent international communication and SMS (OTP).

I was informed that I needed to retain my current mobile package ($80/month) and also purchase a gig package to use international services. This approach seemed unreasonable, as I only required my number for text messages and minimal urgent communication. I attempted to explain this to the customer service representative but was told that this was my only option.

Based on the information provided, I decided to temporarily stop the service and resume it once I returned from my vacation. The representative was fully aware that I intended to use the service again upon my return and that I was only temporarily suspending it. However, they offered to cancel the service without informing me that doing so would completely prevent me from reactivating my account or recovering my phone number.

Since then, I have made numerous attempts to resolve this issue, including calling Xfinity, engaging in online chats, and even having my sister visit an Xfinity branch, all in an effort to reactivate my number. My phone number is critical for accessing my bank accounts, interacting with the immigration office, and logging into various government websites, including those that require one-time passcodes (OTPs).

The decision to cancel my line has placed me in a very difficult position, as I am now unable to transfer my number back to AT&T to overcome the cancelation issue, which made my Xfinity customer service or even access essential services while abroad, including the money I need for my vacation. This has caused significant disruption, including my inability to notify the U.S. immigration office of my new address, a legal requirement within 30 days.

Given the severe consequences I am facing due to the mishandling of my request, I hold Xfinity responsible for any legal issues that may arise as a result of my inability to update my address with immigration authorities. Additionally, a copy of this complaint will be forwarded to my attorney for further review.

I expect an immediate resolution to this matter and a thorough investigation into the actions of the customer service representative involved.

Sincerely,