Formal Complaint — Xfinity ESIM Service Failure & Customer Support Issues

Dear Xfinity Senior Management and Customer Service Team,

I am writing to formally lodge a complaint regarding my experience with your online customer support between 5:00 PM on July 21, 2025, and 6:00 PM on July 22, 2025. During this time, I repeatedly sought assistance to swap two ESIM numbers between two devices—a straightforward request that unfortunately turned into a frustrating ordeal.

Over the course of more than 10 different agent interactions, none succeeded in resolving the issue. The information provided by various agents was inconsistent and often misleading. Some falsely claimed the request had been submitted and asked me to wait for two hours without any results. Others promised to email me the ESIM QR code, which I never received.

When agents failed to solve the problem, some intentionally disconnected the chat, while others transferred me repeatedly between agents, each repeating ineffective steps, wasting significant amounts of my time. Additionally, my home internet disconnected unexpectedly three times during these interactions. I have strong reasons to suspect these disruptions were deliberately caused by Xfinity agents to avoid responsibility.

Despite requesting to escalate the issue to a supervisor at least three times, I was repeatedly asked to wait, and no supervisor ever joined the conversation.

Most alarmingly, the majority of agents attempted to operate on my account without proper identity verification, with only 2 or 3 agents following any verification procedures. This represents a serious security vulnerability that puts customer accounts at risk.

Based on these facts, I formally request:

1. Immediate assignment of a senior technical supervisor to resolve my ESIM number swap issue within 24 hours;
2. A formal written apology and a commitment to improve service processes;
3. Fair compensation including:
4. • A $75 account credit;
   • Full or partial waiver of this month’s bill covering both mobile and broadband services;
   • Three months of free premium services (such as upgraded internet speed, Xfinity Stream, or Peacock Premium);
   • Compensation for the over 10 hours of personal time lost due to repeated mismanagement and unproductive communications;
   • Due to the serious loss of trust in Xfinity caused by this experience, I also require a written assurance that I may transfer or terminate my Xfinity services unconditionally and without penalty within two monthsif I choose to do so.

4. A thorough investigation into the conduct of all agents involved, with feedback on actions taken and improvements made;
5. A written explanation of how Xfinity will enhance and strictly enforce customer identity verification to protect account security going forward.

I have preserved all chat records and am willing to provide them if necessary. Your system logs should also confirm the multiple transfers and interactions.

If I do not receive a satisfactory response within three business days, I will escalate this matter to the Federal Communications Commission (FCC), state consumer protection agencies, the Better Business Bureau (BBB), and public review platforms.

Sincerely,