Formal Complaint: Unprofessional Agent Conduct and Unresolved Mobile Promotion Issue

Hello Xfinity Support Team,

I am writing to formally report an unacceptable customer service experience I had on November 11, 2026, at approximately 4:20 PM Central Time, which has left me seriously considering canceling all of my Xfinity services. (Please note: During these calls, my husband spoke with the representatives on my behalf with my explicit verbal permission, which I confirmed directly to the agent when asked.)

Initially, we reached out regarding an Xfinity Mobile promotion for a free line. Although the Xfinity app allowed us to proceed and add the line, we were later informed that the account did not qualify. The first few representatives we spoke with were courteous and offered a few free months of service to make up for the inconvenience and app error. Unfortunately, the call was disconnected before we could finalize the resolution.

When we called back, we were connected with an agent named Ben, whose behavior was completely unprofessional:

    •    Refusal to Assist & Unwanted Sales Pitch: Ben refused to address our original issue and instead repeatedly pushed a "free" Apple Watch promotion that we clearly stated we were not interested in discussing.

    •    Refusal to Escalate & Rudeness: When asked to transfer the call to a supervisor multiple times, Ben refused and stated that speaking to a supervisor would be a "waste of time." When it was pointed out to him that nothing regarding a customer is a waste of time, he laughed sarcastically.

We eventually reached a supervisor named Adam. While he was not overtly rude, he displayed a very nonchalant attitude and a complete lack of concern regarding both our unresolved mobile line issue and Ben's conduct.

As a paying customer, I expect basic respect and accountability when your own app creates a billing or promotional error. I would like a corporate representative to review the call recordings from this interaction, address Ben's behavior, and honor the resolution the previous representatives offered us.

Here are my account details for verification:

    •    Name: [Edited: "Personal Information"]

    •    Account Number: [Edited: "Personal Information"]

    •    Phone Number: ([Edited: "Personal Information"]

    •    Service Address: [Your Street Address, City, State, ZIP]

    •    Date & Time of Call: November 11, 2026, at ~4:20 PM CST

    •    Representatives Spoken To: Ben (Agent) and Adam (Supervisor)

Thank you for taking the time to look into this matter. I look forward to your prompt response.

Sincerely,

[Edited: "Personal Information"]