Formal Complaint – Service Activation Failure and Unacceptable Customer Support Experience

To Whom It May Concern,

I am writing to formally express my frustration and dissatisfaction with the level of service I have received from Xfinity Mobile.

I switched to Xfinity because I was promised a more affordable and reliable experience. To make this transition, I paid off my phone in full with Verizon—specifically so I could activate service with your company immediately. I purchased my phone on Thursday with the expectation that the process would be simple and efficient.

Instead, this has been one of the most frustrating customer service experiences I have ever dealt with.

Since Thursday, I have called multiple times (Thursday, Saturday, and now Monday), and each interaction has resulted in being transferred across multiple departments with no resolution. Every time I speak with someone, I am given a different explanation:

• First, it was an issue with the transfer PIN

• Then, it was the account number

• Now, I am being told there are issues with the IMEI

At this point, it is clear the problem is internal to Xfinity, yet no one has been able to take ownership or resolve it.

What is most unacceptable is that after already waiting several days without service, I am now being told it will take an additional 7–10 business days just to escalate the issue to an “advanced team.” That timeline is completely unreasonable. I have already paid for service that I cannot use, and I am essentially being asked to continue waiting indefinitely with no real solution.

To make matters worse, one of your representatives suggested I continue using Verizon service in the meantime—despite the fact that I left Verizon and paid off my device specifically to switch to Xfinity. That response is not only unhelpful, it is unacceptable.

Let me be clear:
I do not want callbacks, more transfers, or more excuses. I want my phone fully activated and working immediately.

Additionally, the fact that no form of compensation, credit, or meaningful apology has been offered after days of inconvenience only adds to the frustration. This situation reflects very poorly on Xfinity Mobile’s customer service standards.

If this issue is not resolved promptly, I will be forced to reconsider my decision to switch and will actively share my experience with others considering Xfinity. At this point, I have no confidence in the service I was promised.

I expect this matter to be escalated immediately and resolved without further delay.