NO ONE WILL HELP AFTER MONTHS

Summary of Events

1. Inability to access my Xfinity Mobile account.
   Without prior issue, I went to access my Mobile account and received a screen stating you are having technical issues and I should try later.  I tried the next day, I tried from multiple computers, Safari, Chrome, Firefox and the Xfinity App.  Each time, I could access my main account, but would get an error message when trying to access my mobile account. Since then, I have spent dozens of hours trying to resolve the issues with your online chat agents, at the Xfinity store and over the phone, to no avail.
2. Endless Transfers and No Resolution
   My case was repeatedly “escalated,” but never resolved. Each chat session involved restating my situation to a new agent who either claimed to be a supervisor or promised a resolution that never came. In yesterday’s chat, I was ASSURED by the so-called ‘highest supervisor’ that an ‘XM Error Ticket has been escalated and I would definitely have access to my account within 24 hours.  24 hours later, I still have no access and today’s agent informed me the ticket was closed….again.
3. Phone Loss/Destroyed.
   Last Friday, my iPhone 15 Pro Max was destroyed and lost for good.  I went to the Xfinity store the next month with an old iPhone 11 that I had in my desk and informed the agent, I desperately needed my telephone activated on that device.  After an hour in the store, I was told there was nothing they could do because they can’t access my mobile account.  However, an escalated ticket had been opened and I should hear good news within 24-48 hours.  That alone is unacceptable when my phone is a lifeline for certain people to be able to reach me.  I asked if I could just buy a new phone and the answer was no - because they have no access to my account.  I asked if I could open a new account and was told no because I already have an account at my address.  I asked if I could close my account and open a new account in my wife’s name at the same address and they told me no, and I would not be able to keep my numbers.  So, I waited….only to get home to find a message on my laptop that Xfinity had CLOSED the ticket, but there was no resolution.
   Supervisory Misrepresentation and Policy Abuse
   When I finally reached a “supervisor,” on chat again at home, I was told this would be rectified immediately.  More lies and false statements. I was instructed to “contact us again tomorrow morning” after already spending over five hours that single day on this issue.
   No one at Xfinity has taken ownership or shown the ability to resolve even the simplest of account management tasks. Instead, I have been stonewalled by inaccurate policies, untrained staff, and contradictory answers from supposedly “dedicated” teams.

Impact

• I have been without working phone service for a week, impacting both personal and professional communications.
• I have wasted an inordinate amount of time explaining the same problem to multiple agents who are either unwilling or unqualified to resolve it….and continue to be lied to about the resolution.  Multiple MONTHS without access to my account and an inability to even get my phone number to another phone.
• My long-term loyalty as a Xfinity customer has been irreparably damaged.

Requested Actions

1. Immediate access to my account!
2. Written confirmation that these lines have been fully unlocked and released for transfer to another carrier.
3. A formal written apology from an executive-level representative acknowledging the systemic failures and repeated misinformation provided by your staff.
4. A financial Restitution!

Closing