Internet Service change and frustartion

Subject: Formal Complaint Regarding Xfinity Customer Service and Account Mismanagement

Date: May 20, 2026

To Whom It May Concern,

I am writing to formally express my frustration and disappointment regarding my recent experience with Xfinity customer service.

On May 4, 2026, I contacted Xfinity to complain about an unexpected increase in my internet service rate from approximately $70/month to $148/month. During that call, I was informed that Xfinity could reduce my monthly rate to $101/month while maintaining the same internet speed. I agreed to this offer, approved a confirmation link sent to me, and was told by the Xfinity representative that everything had been completed successfully.

However, on May 19, 2026, I noticed an unexpected outstanding balance of $289 on my internet account. Concerned, I contacted Xfinity again to understand the issue. To my surprise, I was informed that the previous Xfinity representative had created an entirely new internet account, which had never even been activated.

I was then told that, in order to activate this new account, my current internet service would need to be deactivated and cancelled, and that I would need to visit an Xfinity store to obtain a new modem. Additionally, I was informed that I would have to call Xfinity separately to transfer my mobile services to this new account.

Following this guidance, I went to an Xfinity store and explained the situation to a representative there. After reviewing my account, the store representative stated that she did not understand why a new account had been created in the first place. She cancelled the unnecessary new internet account and simply updated my existing account with the lower agreed-upon rate, resolving the issue without requiring any new modem or account migration.

This experience has been extremely frustrating and time-consuming. I have repeatedly encountered situations where Xfinity customer service representatives provide incorrect, misleading, or inconsistent information. In this case, I spent unnecessary time making calls, visiting a store, and dealing with confusion caused entirely by errors on Xfinity’s side.

As a long-time customer, this experience has significantly damaged my trust and confidence in Xfinity’s customer service. I now find myself seriously considering alternative providers for both my internet and mobile services, as I no longer feel confident that I am receiving reliable support or accurate information.

I request that Xfinity review this matter, ensure my billing and account status are fully corrected, and consider appropriate action to improve customer service practices to prevent similar experiences for other customers.

Sincerely,

[Edited: "Personal Information"]