Horrible Service

To Xfinity Customer Service and Management,

I am writing to express my absolute frustration and disappointment with the level of service I have received from Xfinity. This has been, without exaggeration, one of the worst customer service experiences I have ever had, and the complete lack of accountability and resolution is unacceptable.

First, I experienced a technician no-call, no-show, leaving me waiting for an appointment that Xfinity failed to honor. From there, I was given the runaround by multiple representatives and led to believe I could set up the service myself, only to be told later that I could not. Had I been given accurate information from the beginning, I could have avoided wasting hours of my time.

To make matters worse, I spent two hours being transferred and triaged between teams, explaining my situation repeatedly, only to end the conversation without a resolution. After all of that wasted time, I was then told my installation would be pushed back an entire week.

This is completely unacceptable. I am trying to get settled into my home, and Xfinity’s failure to provide reliable service and accurate information is now actively preventing me from working and delaying other installations and services I need in my home. These delays have real consequences for my time, my work, and my ability to get my household in order.

What is especially frustrating is that I have spent hours trying to resolve a problem that Xfinity created, yet I am the one being inconvenienced and expected to simply accept another week of delays. Not one person has taken ownership of the situation or provided a meaningful solution. Instead, I have been passed from team to team with absolutely nothing to show for it.

I did not sign up to spend hours chasing down a service I am paying for, deal with missed appointments, or be given conflicting information by the very people who are supposed to help me.

At this point, I expect more than a generic apology. I expect this issue to be escalated to someone with the authority to resolve it. Specifically, I am requesting:

* Immediate escalation to a supervisor or manager who can take ownership of this situation.
* An expedited installation appointment rather than being forced to wait another week because of Xfinity’s failures.
* Appropriate compensation or account credit for the missed appointment, wasted time, and significant inconvenience this has caused.
* A clear explanation of how this happened and what Xfinity intends to do to make this right.

I chose Xfinity with the expectation that I would receive dependable service. Instead, my experience has been disorganized, frustrating, and completely disrespectful of my time. If this is how Xfinity treats new customers before their service is even installed, it raises serious concerns about what I can expect as a customer moving forward.

I expect a timely response from someone who can actually take action. I will not accept another round of transfers, excuses, or empty promises. Xfinity needs to take accountability for this experience and provide a real solution.

Sincerely,
Kayla