Formal Complaint: Unauthorized Property Entry and Poor Service Communication

I’m writing to file a formal complaint regarding the ongoing issues with my coax cable burial, which I originally requested in June 2025. After months of repeated delays and poor communication, I received an email on the afternoon of October 23 stating that technicians were scheduled to come between 8:00 AM and 8:00 PM on October 24 and that I wanted to be present during the work. That was incorrect, as I never agreed to an appointment on October 24. I contacted Xfinity that same evening and rescheduled the appointment for October 25, which was confirmed by multiple agents in my chat transcript.

Despite this, on October 24 at approximately 6:00 PM, technicians arrived without notice or consent, entered my backyard, and began digging before I even answered the door. They only stopped when I confronted them outside, and I ultimately allowed them to continue just to get the issue resolved after months of delay.

This was an unacceptable breach of communication and property access. I have full chat documentation confirming that the appointment was scheduled for October 25, not October 24.

I am requesting a credit for the repeated inconvenience, lack of notice, and unauthorized property access.

I’d like this issue escalated to the corporate or executive customer relations team and request a written response.