Sincere Concerns regarding Customer Solutions Access to resolving a 23+yr old account

I am requesting that my account be assigned to a single supervisor or Executive Customer Relations representative who can oversee this matter from beginning to end. This issue has now been ongoing for approximately eight months and cannot reasonably continue to be addressed through repeated calls to frontline customer service.

In November 2025, I began transferring my parents' Xfinity account [Edited: "Personal Information"] into my name so I could manage and pay the household telecommunications bills. Throughout that process, I was repeatedly assured that my father's longstanding account—including its Diamond status and associated loyalty discounts—would remain intact and honored after the transfer.

Separately, I decided to move my own internet service from Verizon to Xfinity because I believed consolidating both households under one provider would simplify billing and account management. Instead, the experience has become increasingly complicated.

Over the course of more than two months, I spent countless hours on the phone following up on an internet order that I was repeatedly told had shipped. After numerous calls, I ultimately had to visit an Xfinity Store to obtain the equipment myself because it had never actually been delivered.

After installation, I encountered additional technical issues, including being told that Xfinity did not support my Wi-Fi printing configuration. Multiple technical support sessions eventually restored functionality, but only temporarily before the issue returned.

Most recently, I was informed that my parents needed updated equipment because their existing gateway was being retired. I visited an Xfinity Store specifically to obtain replacement equipment and made it clear that there were to be no changes to their services or package—only an equipment replacement and installation appointment.

Despite those instructions, my parents' service was disconnected for two days due to what I was told was an internal system issue. Additionally, the bundled access to their streaming services disappeared, creating yet another problem requiring hours of additional phone calls.

The recurring issue throughout this entire experience has not simply been the technical problems themselves. It has been the inability to work with a single knowledgeable representative. Every interaction requires explaining months of history to a new call-center representative following a script, with no ownership or continuity. The amount of time I have devoted to correcting issues created within Xfinity's own systems has become unreasonable.

My requested resolution is straightforward:

• Assign one dedicated representative or supervisor to manage this matter through completion.
• Complete the consolidation of our family accounts as originally intended.
• Restore and honor the Diamond loyalty status and associated benefits that my father's account had earned prior to the transfer.
• Restore all missing bundled services, including streaming access.
• Resolve the outstanding issues affecting my own internet service and account.
• Review appropriate billing credits for the repeated service interruptions, installation delays, and extensive time required to resolve issues that should not have occurred.

I have made every reasonable effort to work through the standard customer service process. At this point, I believe this matter requires ownership by someone with the authority to review the full account history and bring this to a complete resolution.