Frustrating Experience Rescheduling My Service Transfer

I am hoping someone from Xfinity can review my recent experience because it has been incredibly frustrating.

I originally scheduled a service transfer for July 11 using the Xfinity app. Later, I needed to reschedule the appointment, so I contacted Xfinity through chat. Instead of simply changing the appointment, the chat representative disconnected my service entirely, and the chat ended before the issue could be corrected.

I then had to call customer service, where a representative restored my service and successfully rescheduled my move. I appreciated her help.

Unfortunately, the account changes created another problem. A new bill was generated showing my previous balance as past due, even though I have Auto Pay and my previous bill had already been paid. As a result, I was incorrectly charged a $13 late fee.

Today I spent even more time on the phone speaking with three different representatives before the issue was finally resolved. I appreciate that the last representative removed the late fee, but that doesn’t change the fact that I had to spend hours correcting mistakes that were caused by Xfinity.

I have been an Xfinity customer since 2020 and have consistently paid my bill on time through Auto Pay. What should have been a simple request to reschedule a move appointment turned into:

• My service being disconnected in error.
• A phone call to restore my service.
• An incorrect late fee being added to my account.
• Multiple additional phone calls to have the billing error corrected.

I am not looking for another billing credit. I simply want this experience reviewed and my feedback shared with the appropriate team. Customers should not have to spend this much time fixing errors that were not their fault.

Could an official Xfinity employee please review my account and advise if there is anything further that can be done? Thank you.