Visitor
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1 Message
Request for Supervisor Review – Unauthorized Account Actions After Chat Ended
I am requesting a supervisor review of a support interaction that occurred on June 13, 2026.
I have been experiencing ongoing internet issues for approximately three months, and despite multiple technician visits, the problem remains unresolved.
After ending a support chat because my issue was not being resolved, I began receiving numerous verification texts and emails that I did not request. In addition, my modem was repeatedly rebooted after the chat had ended, disrupting my internet service.
I would like Xfinity to review the account activity logs for the time period of approximately June 13th 2026,12:50 AM to 1:40 AM, determine what actions were performed on my account, identify which agents accessed the account, and explain why these actions continued after I ended the support session.
Due to the ongoing service issues and this support experience, I am seriously considering canceling my Xfinity service and switching to another provider.
Please document this as a formal complaint and have a supervisor contact me regarding the results of the investigation.
[Image Removal: "Personal Information"]
Thank you.
XfinityOrlandoM
Official Employee
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3.4K Messages
9 days ago
@user_32k9xj
Thanks for reaching out to us, we do apologize for any inconvenience or if we didn't set better expectations.
With our new updated authentication process, for security purposes to protect all aspects of customers accounts, if we have to access any detailed information on your account such as looking at specific information or even scheduling trouble calls, you will get notifications via text message that a transaction has taken place.
Certain items that we view on your account may also send you a text message to you to give us consent to proceed.
Those codes sent to you were the codes we sent to you to access your account, so if you got that many there might have just been a delay in our system.
But based off the photo you sent, you have a technician scheduled for June 16th, you've been put on the wait list to try and get you a sooner appointment
But as far as it comes to any of your plan changes or billing, we can only make that change if we send you a digital consent form via text message or e-mail that would have a link for you to go to approve the changes.
We will be happy to review your account and set all the proper expectations.
To get started, please send me a direct message including your first and last name and complete service address.
Here are the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start new conversation" (pencil and paper) icon
In the "To:" line, type "Xfinity Support"
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area
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