Lodge a Formal Complaint

I am writing to formally express my dissatisfaction with a recent customer service experience that has left me deeply frustrated and disappointed — both because my issue remains unresolved and due to the consistently poor quality of support I received throughout the process.

On Tuesday, June 10th, I returned a call from the collections department, who informed me that I had an unpaid bill related to service at an apartment I moved out of in 2023. I was shocked to learn that Xfinity had continued charging me for three additional months after I moved out — despite my understanding that my services had been successfully transferred to my new address. As a result of this billing error, my internet was cut off entirely, which significantly disrupted my ability to work remotely.

In attempting to resolve this issue, I spoke with multiple representatives via phone and chat. Unfortunately, I was transferred back and forth between billing and collections at least five times, with no clear answers or ownership taken by any representative. At one point, my call was dropped without a callback; at another, I was inexplicably transferred to the security department. I received conflicting information throughout, which made the situation even more frustrating and unclear.

To make matters worse, the support tickets created during these interactions seemed to disappear without any transparency over why they were not being accepted. In the midst of trying to resolve the billing issue, one representative also increased my monthly charge and told me I needed a new modem — even though I had just received a new one the week before. I complied and went to the Xfinity store to get another modem, but this still did not restore my internet service.

Ultimately, I was forced to pay the collections balance — which I strongly believe was the result of an internal error — simply to restore my internet, as I rely on it to do my job. Even after getting the new modem set up, I couldn’t change the Wi-Fi name or password through the app. When I contacted chat support, they did not seem to understand my issue and gave me unhelpful information, and I’m still stuck with the default settings I was given over the phone.

This entire experience has severely damaged my trust in Xfinity’s service and customer care. I am now seriously considering switching providers. I request that this complaint be formally acknowledged and escalated to a supervisor or customer retention specialist. If Xfinity is unable or unwilling to resolve this issue appropriately, I will have no choice but to file formal complaints with the FCC and the Better Business Bureau.

At a minimum, I am requesting a refund or account credit for the amount I paid to collections as a result of this error. Please confirm receipt of this complaint and inform me of the next steps toward a resolution.