I never “imagine that” I would suffer so much as a customer.

To whom it may concern

As a customer of your company for thirteen years with the "diamond" category, I find it extremely discouraging to have spent a total of sixty-six hours on claims for a period of eleven days. This experience does not make me feel appreciated, not even as a valued customer.

On February 20, I embarked on a trip from the United States abroad. When I arrived on February 21, I never imagined that my relationship as a customer with COMCAST – XFINITY and XFINITY MOBILE would become a source of such frustration.

I have divided this claim into two parts. The first part, which does not contain information that identifies the agents, my services, or my person, will be published on social networks and on any claims platform that you find, in case I do not manage to establish contact with you through this medium. The second part, which I am sending you by this means provided by a supervisor, contains all the information that supports and documents the events that I will relate below.

On February 21, my telephone line, which I have maintained for more than 15 years and which serves as a central link for all my services in the United States, stopped working after contacting technical support. Two years ago, I’ve ported this line from AT&T to your company, relying on your reputation for reliability. However, as of February 21, I have experienced a number of service problems. I have been in communication with operators via chat, located in India, and with representatives of the customer service center outside the United States, using the number [Edited: "Personal Information"]. These interactions have been so long that the connections have been interrupted, which has forced me to repeat all the information from the beginning. Sometimes, I have been promised that they would call me if the call was disconnected, but these promises have not been fulfilled. I have also been assured that they would call me in the short term, just to wait until the early hours of the morning without receiving any communication. Without experiencing these difficulties, it is difficult to understand the level of frustration, irritation, and economic harm that this has caused me.

I've talked to several supervisors. One of them cut the call abruptly, another offered me advice, and another simply listened to me. Unfortunately, none of them has provided a solution to my problems. All my calls have been made in a friendly and respectful manner, as appropriate, and the agents who have attended me have responded to this treatment. However, despite these efforts, I have spent days without receiving solutions, which has resulted in a significant loss of time for both myself and the agents.

I would like to highlight two agents in particular. One, a chat operator located in India, tried to scam me by requesting a new device and line in my name, taking advantage of my desperation to solve the problem they had generated for me. I have the agent code, which they kindly provided me to file a complaint with the CSA department, although they did not show much interest in taking my claim. On the other hand, I want to recognize the agent who initially managed to solve four of my five problems, just as she promised me at the beginning of our conversation.

During the process of resolving my problem, I contacted at least 35 customer service agents, of which I have registered the names of more than 20. As a result of these interactions, at least 21 claim tickets were opened. It should be noted that an account was created parallel to mine, which resulted in the duplication of the contracted services. This situation forced me to reiterate the description of the problem on multiple occasions, which I consider a lack of respect both towards me as a client and towards myself.

The problem was finally resolved on March 3, without external intervention. However, I believe that the last agent I contacted, who managed to solve four of the five problems she presented, had a fundamental role in resolving the conflict. The next day, the fifth problem was solved, which consisted of the recovery of my telephone line.

I hereby request that an authorized representative of COMCAST, identified by his name and surname, contact me to provide me with a detailed explanation of the reasons why I had to dedicate more than 66 hours to the resolution of this problem, in contact with more than 35 agents for 11 consecutive days. This situation raises questions about the quality of the customer service that COMCAST offers, especially considering my history of loyalty to the company. Likewise, I request information on the measures that COMCAST will implement to prevent similar situations from recurring, both in my case and in that of other clients.

Finally, I wish to express my gratitude to the agent who, with dedication, patience, and kindness, managed to solve my problem after 11 days of effort. I would appreciate it if you could contact me, preferably by phone, so that I can express my gratitude personally.

Information that supports the claim:

Telephone agents:

• JEN: February 21 (4 hours)

• MARK: February 23 (4.30 hours)

• JIA: February 24 (6 hours)

• SUMMER supervised by RIGOR, who referred to EDDIE, and later to MARY February 26 (8 hours).

• MAX, AILIN, and RODRIGO February 27 (3.30 hours)

• EDWARD referred me with the supervisor STEPHANIA March 01 (1 hour). They recommended that I file a complaint against the operator for alleged fraud in the CSA department.

• RALPH. March 01 (1 hour)

• CINTHYA March 02 (30 minutes) my call was incorrectly referred to the insurance department

• RAIN March 02 (3 hours) This was the agent who finally solved all my problems. From the beginning of the conversation, she assured me that he would be in charge of solving them, just as other agents had done. However, RAIN kept his word, including the reconnection of the line, which I had initially informed that it was not possible, but which was resolved the day after our conversation. I would appreciate the opportunity to express my gratitude to her in person. If possible, I kindly request that she contact me.

• JUSTIN March 03 (30 minutes) identified himself as a supervisor. I requested the contact email to send this note and express my gratitude to agent RAIN.

Below are the chat agents in India, along with the names that I could retain or write down, which will be linked to the corresponding ticket numbers. I also have in my possession the transcripts of the conversations.

- February 21: 3 hours, Pradeep and Sanjay

- February 22: 4.5 hours

- February 25: 5.5 hours

- February 26: 2 hours, Harkirat and Aadytia

- February 28: 4 hours

- March 1: 4:30 a.m. (Operator: ANKIT - Fraud attempt is reported by the operator, agent #BP-AGARG204)

- March 1: 10 hours (Operator: SOURAV)

Additionally, I have registered the following claim tickets, although I have missed some:

[Edited: "Personal Information"]

I remain at your disposal for any clarification or additional information you require.

I appreciate your attention to this matter and I look forward to your prompt response.

Sincerely,

[Edited: "Personal Information"]