Formal Escalation Regarding Mishandled Transfer, Account Termination, and Service Degradation

Whom It May Concern,

I am writing to formally escalate an egregious service failure that occurred during what should have been a simple transfer of services from one address to another. Instead, Xfinity’s missteps resulted in a premature account termination, loss of a legacy plan, more than 3 hours and 22 minutes spent on the phone with multiple agents, and a total disruption to both my work and household.

This was not a minor inconvenience. It was a systemic breakdown involving miscommunication, apathy, unprofessional behavior, and the erasure of a service plan I never requested to cancel.

Here’s a detailed account of what happened:

Roughly two weeks ago, I submitted a transfer of service request through your online portal to move our Xfinity service from our current residence to our new address effective 7/24/2025. The request was set up as a self-installation.

Soon after, I received a call from an Xfinity agent asking why I had canceled service. I explained—clearly—that I had not canceled, only requested a transfer. The agent said it was a misunderstanding and that they would update the account notes.

Then it happened again. Another agent called asking the same thing. Again, I clarified the service was being transferred, not canceled. Again, I was told this would be fixed.

On 7/14, I attempted to go online to modify the transfer by switching it from self-install to technician-assisted install. Because the transfer was pending, your portal would not allow me to do this. I was forced into a live chat with an agent I believed was named Vanessa.

That chat lasted 30–45 minutes, during which I stated twice that the service must remain active at our current residence through 7/24—as we still reside here. This conversation cost me my entire lunch break. Despite this, shortly after the chat ended, our service was disconnected without warning.

We lost internet completely. I work from home, and this forced me to drive (unpaid) to the office, stay late to make up for the lost time, miss dinner, and return home to spend the rest of the night on the phone with Xfinity.

My partner, Juan, who is the account holder, had to be kept awake until nearly 11 PM, even though he wakes up for work at 3 AM for a physically demanding job, just to verify the account multiple times across multiple agents.

The first person I spoke to after discovering the cancellation was a technician who initially assured me they could help. After placing me on hold, they returned to say they lacked the access to cancel or reinitiate the transfer. Instead of warm transferring me so I wouldn’t have to reiterate my frustration again, they cold transferred me to a retention agent.

This agent confirmed the service was canceled, said the transfer could not be reversed, and promised to set up a new account that mirrored our original plan. Then came the kicker: we were told we were on a legacy plan that is no longer available. Our grandfathered pricing and plan were gone. We were now being moved to a newer, different plan—not by choice, but by system failure.

To make it sound better, the agent emphasized that the new plan was a “better deal”—1G speed for less than what we were paying for 800mbps. But this wasn’t an upgrade. It was a bait-and-switch. A forced migration away from a plan we never asked to leave. With no offer to even review the terms or pricing of the "new plan" I had no choice but to accept. 

I was told one thing, put on hold, and told something completely different—again and again. While on hold again, the agent returned and informed me that our Xfinity Play Box was now considered unsupported and would no longer work. This same box had been functioning just hours earlier. We were told we would either need to have a new box shipped or go to a physical Xfinity store to pick one up. they even implied there would be a cost to us, despite this entire issue stemming from your team’s mistake.

They said they would transfer me to a technician to activate our modem (which was not working), and I could ask for help from them with the plat box and they could possibly assist and that once that was done, I would need to go back to the retention team to complete the transfer. I had now been told on multiple occasions that one department could help me—only to be told by that department they could not.

This tech agent was not only unhelpful, but condescending and inappropriate. They offered assistance only with the modem, not the Play Box. When I pushed for clarity, they dismissed my concerns and then—despite knowing I was dealing with an unresolved account issue and that I was extremely unhappy with the services —tried to upsell me on Xfinity mobile services.

When I, admittedly frustratingly, declined and said I had no interest in giving Xfinity any more business after this fiasco, they aggressively and condescendingly responded: “You’re not taking this out on me, right? Because I’m just doing my best.”

They then claimed I didn’t need to speak to retention at all, falsely stating that everything was already set up. When I insisted otherwise, they gave up and cold transferred me again, never actually assisting fully with my concerns as I was left with no answers on if they could or was willing to assist me with the play box, they just completely skipped past that issue. 

The next retention agent ,named Haresh, confirmed the transfer was still not set up properly. They agreed to assist, but after being on hold for some time, they cold transferred me to the BLOC Department with no prior warning. I know it was the BLOC department because I had no choice but to ask where I was unknowingly transferred to.

This person actually made progress: they worked on getting the transfer reconfigured and helped request a technician. When I asked to confirm the changes were done correctly and that the services would remain active, they rudely reminded me that they had just confirmed that—as if it were unreasonable, after this entire ordeal, to want reassurance.

I asked to speak to a supervisor. Here’s where it gets worse.

The "supervisor" introduced themselves as Trixie. I asked if the prior agent gave any details regarding my issue and I was told that the agent advised I was upset I had been transferred multiple times. Nothing at all regarding all the issues I had explained or the true nature of my issues. I had to go over it again. They listened to my grievances and their resolution was to say the modem was up and running now and the streaming services would take an hour or more to return to service. They suggested texting me once the services were restored so I wouldn't have to remain on the phone. I told them this wasn’t acceptable—we lost service instantly but fixing it required more hour(s) of my time and the promise of the possibility of a potential callback?

They offered a $30 credit, said they would file an escalation, open a ticket, and “retrain” the agents responsible for the error. When I said this wasn’t good enough, they asked what I expected. I told her I needed someone to assist me now and rectify the mistakes their agents caused.

They repeated that they had done all they could, and that they had already escalated the matter. They said retraining would be initiated due to the unacceptable experience. Then they disappeared.

The previous agent came back on the line and said Trixie had “gone into a meeting.” I was left wondering if they were a real supervisor at all.

I asked this agent to escalate the matter further. They replied that they could not transfer me again, as it would be a “restricted transfer” and could cost her her job. I explained how much of my own time and money had already been lost.

They interrupted me to clarify that they weren't the one who caused the problem. I explained that I hadn’t blamed her personally—I had said “you guys,” referring to the company. They showed no empathy and instead focused on deflecting responsibility.

I ended the call not because my issue was resolved, but because there was clearly no one left willing or authorized to help.

Then to make matters worse - this morning, despite the rude manner in which it was confirmed, that our technician appointment was scheduled for 7/24, I received a text this morning confirming a technician for 7/16—further confirming continued mishandling of our account and a complete disregard for the date I have repeatedly communicated. 

I am asking for a documented review and meaningful resolution. I urge the following actions be taken:

• A credit that reflects not just a lost day of service, but the unpaid hours, lost sleep, and the plan we were forced to abandon 
• A loyalty discount or rate adjustment to reflect the loss of our legacy pricing
• Waived installation, shipping, and equipment fees for the new setup 
• Formal documentation on our account that this entire issue was caused by Xfinity’s error, not a customer-requested cancellation

We’ve been customers for over 3 years. We didn’t complain when our rate increased—we stayed, even when competitors had better offers. We believed in the product. That trust has now been completely broken.

What you delivered instead was:

• Service cancellation without consent
• Forced removal from a legacy plan
• Unprofessional and passive-aggressive agent behavior
• A total failure to take ownership

Please see below for the list of Account Numbers and Interaction IDs I’ve documented:

Your team caused this. Your team failed to fix it. I’m giving you an opportunity to make it right.