Pending disconnection

URGENT: Pending Internet Disconnection and Disability Related Hardship

I desperately need assistance from someone with Xfinity who has the authority to review my account before my internet service is disconnected on September 29.

I am physically disabled and rely heavily on my internet connection to access essential services and manage important daily needs from home. Losing my internet service would create a significant hardship for me.

My work check was expected Sunday, September 27, but it was unexpectedly delayed until Thursday, October 1. I am only asking for enough time to get through these two additional days.

I have spent considerable time contacting Xfinity customer service, chat support, text support, and Accessibility seeking assistance. I have been told that the representatives I have reached do not have the authority to stop the pending disconnection or escalate my request.

Most importantly, an Xfinity representative previously told me that a 12 month installment plan could be established and specifically told me that my services would not be interrupted. I relied on that information while trying to resolve my account. I was subsequently told that the arrangement could not be completed.

I am not asking Xfinity to forgive my balance or eliminate my responsibility to pay. I am asking for an urgent review by someone with the authority to consider my circumstances and determine whether anything can be done to prevent a two day interruption of an essential service I rely upon because of my disability.

Please have an Xfinity employee contact me privately as soon as possible so that my account can be reviewed before disconnection.

Thank you.