Horrible Experience

To Whom It May Concern:

I am writing to formally complain about an extremely frustrating and disrespectful experience I recently had with Xfinity customer service.

I have been a loyal Comcast/Xfinity customer for more than 24 years. I contacted Xfinity because my monthly bill has increased to approximately $370, which I can no longer afford, and I was simply seeking assistance in lowering my bill or discussing my options for discontinuing service.

Instead, I spent approximately one hour and forty-five minutes on the phone and was transferred between four different representatives without receiving any resolution.

The final representative identified herself only as Monica. I found her behavior to be rude, dismissive, and unnecessarily combative. I repeatedly requested to speak with a supervisor—at least ten times—yet my request was not promptly honored. I also asked for her employee/operator identification number so I could properly document the interaction, and she refused to provide it.

After more than two decades of loyalty to Xfinity, I find this treatment completely unacceptable. I was not asking for special treatment; I was asking for basic courtesy, assistance, and a reasonable solution to a bill that has become financially unmanageable.

I am requesting that Xfinity:

• Review the recording and/or transcript of my entire call.
• Review the four transfers and determine why my issue was not resolved.
• Identify the representative who identified herself as Monica.
• Review her conduct and handling of my repeated request for a supervisor.
• Determine whether her conduct was consistent with Xfinity's customer-service standards.
• Have a supervisor or appropriate representative contact me with both the outcome of this complaint and an actual resolution to my billing concern.

I want to be very clear: after 24 years as a customer, I should not have to spend nearly two hours, endure four transfers, repeatedly beg to speak with a supervisor, and still leave the call without a resolution.

This experience has seriously damaged my confidence in Xfinity, and I am now considering canceling my service and moving to Verizon Fios, despite having remained with Xfinity for more than two decades.

I expect this complaint to be taken seriously and addressed by someone with the authority to actually resolve this matter.

I expect better from Xfinity.

Respectfully,
Quinton