Formal Complaint: Systemic Customer Service Failures and Misrepresentation in Xfinity Mobile / NOW Mobile Operations

To the Executive Leadership Team at Comcast / Xfinity:

I am writing to formally escalate a serious and ongoing customer service failure within Xfinity Mobile and NOW Mobile that has resulted in complete loss of mobile service, countless wasted hours, and a total erosion of trust in your company.

Over the past several weeks, I have experienced incompetence, misinformation, and outright misrepresentation from multiple Xfinity and NOW Mobile agents — across both chat and in-person support — culminating in a situation where I have been unable to use or transfer my phone lines, despite being fully eligible and compliant.

Summary of Events

1. Forced Migration to NOW Mobile
   Without prior issue, I was informed that my Xfinity Mobile lines had to be moved to NOW Mobile to maintain service. Despite following your process exactly, only four of my five lines were successfully migrated. Since then, I have spent dozens of hours trying to resolve the remaining transfer failures and unlock my devices.

2. Inconsistent and Conflicting Information
   Every agent I spoke with contradicted the last.

   • One claimed transfer PINs were unnecessary for prepaid accounts.

   • Another refused to provide my account number — a standard requirement for porting numbers.

   • A third incorrectly stated that my account number could be found in the Xfinity app, which it cannot.

   • Later agents gave conflicting timeframes for SIM unlocks: one said 40 minutes, another said 24–48 hours, and a supervisor eventually insisted on 60 days, despite my phones being BYOD and prepaid — meaning they never should have been locked in the first place.

3. Endless Transfers and No Resolution
   My case was repeatedly “escalated,” but never resolved. Each chat session involved restating my situation to a new agent who either claimed to be a supervisor or promised a resolution that never came. Even when ticket numbers [Edited - Privacy] were created, they produced no follow-up or accountability.

   At one point, while I was actively discussing the SIM lock issue, your chat bot inserted a broadband promotional message (“Xfinity knows fast internet matters...”) — in the middle of a service failure conversation. This demonstrates a staggering lack of operational awareness and empathy.

4. Supervisory Misrepresentation and Policy Abuse
   When I finally reached a “supervisor,” I was told that my lines could not be released for another 15 days — despite prior confirmation from multiple agents that the lines were unlocked. I was instructed to “contact us again tomorrow morning” after already spending over nine hours in a single day on this issue.

   No one at Xfinity has taken ownership or shown the ability to resolve even the simplest of account management tasks. Instead, I have been stonewalled by inaccurate policies, untrained staff, and contradictory answers from supposedly “dedicated” teams.

Impact

Because of Xfinity’s repeated failures:

• I have been without working phone service, impacting both personal and professional communications.

• I have wasted an inordinate amount of time explaining the same problem to multiple agents who are either unwilling or unqualified to resolve it.

• My long-term loyalty as a 7-year Xfinity customer has been irreparably damaged.

This is not merely a customer service inconvenience — it is a complete collapse of your mobile operations’ internal coherence and a direct violation of reasonable customer expectations for accuracy and accountability.

Requested Actions

I am demanding the following actions without delay:

1. Immediate and unconditional release of all SIM locks for my four lines [Edited - Privacy].

2. Written confirmation that these lines have been fully unlocked and released for transfer to another carrier.

3. A formal written apology from an executive-level representative acknowledging the systemic failures and repeated misinformation provided by your staff.

4. A comprehensive review of Xfinity Mobile and NOW Mobile’s training, policy, and escalation processes — particularly regarding prepaid/BYOD accounts and device unlock procedures.

Closing

What I have experienced goes far beyond simple miscommunication. It reflects an institutional disregard for truth, accuracy, and customer welfare. Your agents make promises they cannot keep, your systems contradict your policies, and your escalation paths are circular and ineffective.

Unless this situation is immediately rectified and acknowledged at the executive level, I intend to file formal complaints with the FCC, Consumer Financial Protection Bureau, and relevant state consumer protection agencies regarding deceptive practices, improper account restrictions, and failure to provide essential services.

I expect a written response within five (5) business days confirming receipt of this complaint and the resolution steps being taken.

Sincerely,
[Edited - Privacy]
Tucson, AZ