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Formal Complaint – Xfinity Mobile Customer Service and Loyalty Review
I am requesting a formal customer-service complaint review regarding my experience with Xfinity Mobile on October 24, 2026.
I am a longstanding Xfinity Platinum member with home internet and mobile service. I spent approximately 90 minutes in Xfinity Assistant speaking with representatives Kunal and Shagun while attempting to obtain a written quote for upgrading my existing iPhone and adding a second mobile line.
During this interaction, I repeatedly requested supervisory assistance and waited more than 30 minutes for a transfer. I received inconsistent information about promotional offers, questions about my device financing remained unresolved, and I was asked for sensitive identity-verification information without receiving sufficiently clear explanations.
Kunal discussed promotional discounts of $1,000 on my existing-line upgrade and $1,000 on a new-line device. Despite repeated requests, I did not receive a complete itemized quote, a clear explanation of all eligibility requirements, or a complaint reference number.
I have preserved extensive screenshots and a PDF record of the conversation.
I am requesting that an official Xfinity representative:
- Formally document and review this customer-service experience.
- Provide a complaint or case reference number.
- Arrange private written communication with an appropriate customer-relations or loyalty specialist.
- Review all eligible Platinum loyalty, retention, device, and service promotions for my proposed two-line arrangement.
I would like to remain an Xfinity customer if a competitive offer can be provided. I prefer to resolve this entirely in writing rather than by telephone or an in-store visit.
Please have an official Xfinity support representative respond and advise how to continue privately.
XfinityJustinM
Official Employee
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1.2K Messages
10 hours ago
Hi @user_rzqh8i,
Glad to see you have finally decided to visit our community forums support page after so many years with us! We can surely submit a complaint, but I do want to clarify a few things publicly as the goal of our community is to provide a place for answers.
Firstly, at this time our agents do not have a way to draft a written quote aside from generating an order and sending an order approval form over via text or email to you that details the promotion. To get to that step in the process, you may be asked to provide your date of birth and social security number. This is for identity verification and security purposes, devices cannot be ordered without providing that information. With that being said, we do have secure methods to submit that information. You should not be requested to say such information aloud.
Secondly, we do not have complaint reference numbers. Complaints are handled internally. The information is simply gathered and sent to the proper group for review.
Additionally, I think you would be a fan of the Xfinity Mobile Savings Calculator. You can see what promotions you are eligible for, and get an accurate quote before taxes for the plan you build. With that being said, we can review the interaction and help you find the best promotion for your current needs. To get started just send our team a direct message with your full name and service address.
How to Send Us a Direct Message:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. A "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
How to: Direct messaging within the forum | Xfinity Community Forum
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