Formal Complaint Regarding Unprofessional Service at Xfinity Store – 1429 Walnut St, Philadelphia, PA 19102

I am writing to file a formal complaint regarding the poor customer service I received at the Xfinity store located at 1429 Walnut Street, Philadelphia, PA 19102.

I have been a loyal Comcast/Xfinity customer for over nine years and have maintained a Platinum account. During the past three months, I experienced an unexpected medical issue that prevented me from making my payments on time. As a result, I received an email stating that I needed to pay approximately $305 to restore my services. This balance included a $120 charge for an Xfinity Flex box that I had not used for years.

In an effort to resolve the issue, I made several payments to reduce my balance and scheduled an appointment to return the Flex box so that the $120 equipment charge could be removed from my account. My intention was also to pay the remaining balance of approximately $67 and restore my service.

When I arrived at the store, I was assisted by a young employee identified on my receipt as Cashier 49W. From the beginning, she appeared rushed and more interested in continuing her conversation with coworkers than assisting me. There were no customers waiting in the store at the time.

When she scanned the Flex box serial number, she immediately told me that the equipment did not belong to my account because another name appeared in the system. I explained that it was my equipment and that the UPS tracking label attached to the box clearly showed my address. She refused to accept the equipment and insisted that it was not mine.

After I asked to speak with a manager, she suddenly decided to scan the box a second time. This time the equipment was accepted without any issue, and she provided me with a return receipt. This left me very confused and concerned. If the equipment was accepted after a second scan, why was I initially told it did not belong to me?

The entire interaction gave me the impression that either the employee did not want to do her job properly or was rushing through the process so she could return to her conversation with coworkers. As a customer of more than nine years, I found this treatment disrespectful and unprofessional.

Because of this experience, I am seriously considering closing my Comcast/Xfinity account. Long-term customers deserve better service, especially when they are making a sincere effort to resolve account issues.

I respectfully request that a district manager or member of Xfinity management in Philadelphia contact me to discuss this matter and review the conduct of the employee involved.

Thank you for your attention to this complaint. I look forward to your response.