Horrible

I have been a loyal Xfinity customer for years and have consistently made every effort to keep my account current, even during times of financial hardship. In many instances, I borrowed money or obtained loans to make payments because I valued my service and wanted to remain a customer.

Unfortunately, since suffering a devastating house fire in March 2026, I have experienced significant financial difficulties and have been unable to pay my full account balance. During this time, I contacted Xfinity multiple times seeking assistance and was provided information by representatives that I relied upon when making payments.

Specifically, I was informed by a representative that if I paid approximately one-half of my outstanding balance, Xfinity would either (1) provide a 50% reduction of the remaining balance or (2) place me on a payment arrangement that would allow me to maintain or restore service. Relying on these representations, I made payments that I otherwise could not afford.

In addition, I discovered that one of your representatives changed the password associated with my Wi-Fi account to the offensive and unprofessional phrase [Edited: "Language"]. If this occurred through the actions of a Xfinity employee or agent, it constitutes unacceptable conduct, harassment, and a serious breach of professionalism. I request that this matter be thoroughly investigated.

Most recently, on June 16, 2026, I was informed that if I paid $375, I would be eligible for a payment plan and my service could be restored. Relying on that representation, I paid the $375. This payment represented the last funds available to me. However, after making the payment, I was informed that the promised arrangement could not be provided.

As a result, I am now facing the potential loss of a new work-from-home position because I do not have internet service. I relied on the information provided by your representatives when making this payment, and I have suffered financial and professional harm as a result.