Supervisor Hung Up / Unauthorized Service Activation / Xfinity Denies Their Own Offer / charge for cancelled service

Dear Xfinity Customer Support,

I am writing to express my frustration and disappointment regarding a series of unacceptable experiences with Xfinity's customer service, loyalty department, and escalation team. I have been an Xfinity customer for over three years, yet I have encountered a shocking level of incompetence and disregard for customer rights in the past two weeks.

Timeline of Events:

1. November 6: (Unauthorized service activation began)
   I accepted a Retention Offer and signed the Consent Form (I don't get it why the Consent Form does not specify the service address), which I submitted as required. I received an Order Confirmation email and a Cancellation Confirmation email for my existing service. The cancellation email stated that my service would end on November 7.

2. November 17: (Xfinity starts to deny their own offer and charge for cancelled service)
   My internet was disconnected. Upon investigation, I discovered that Xfinity had started a new service on November 6 at an address I had no connection to, without my consent or knowledge.

   Despite the cancellation confirmation for my old service, I was charged for the internet from November 7 to November 17. This charge is both unjustifiable and contradictory to the information in the cancellation email.

3. November 18:
   After several calls and hours spent with agents, it was confirmed that the Retention Offer had been misapplied to the wrong address. A Loyalty Department agent assured me that my service at the correct address would be restored under the Retention Offer terms, and the incorrect charges would be waived. I signed a second Consent Form to finalize this agreement.

   However, I did not receive any follow-up Order Confirmation, and my internet remained disconnected. Additionally, the unauthorized service at the wrong address was still active despite assurances that it would be canceled.

4. Subsequent Interactions:
   Over the next several days, I spoke to multiple agents, including another Loyalty Department agent, who denied the original offer entirely, despite my having signed the Consent Form twice.

   I requested that the call recordings—where Xfinity agents confirmed the offer—be reviewed. I was told that only the Escalation Department supervisor could access the recordings. A ticket was raised for the supervisor to contact me.

5. Supervisor Interaction: (Supervisor Hung Up)
   When the supervisor called, they refused to review the recordings or acknowledge the offer. Instead, they continued to deny any record of the offer and repeatedly pushed alternative offers that I did not agree to. When I insisted on having the recordings reviewed or receiving a ticket number for the case, the supervisor hung up on me without providing any resolution.

Issues Raised:

• Unauthorized Service Activation:
  Xfinity started a new service at an address I never authorized or provided, without my knowledge or consent.

• Contradictory Charges:
  Despite a confirmation email stating that my old service would end on November 7, I was charged for service until November 17.

• Xfinity Denying Its Own Offer:
  After signing the Consent Form for the same offer twice, Xfinity now denies ever offering it.

• Supervisor Negligence:
  The Escalation Department supervisor refused to review recordings, failed to resolve the issue, and unprofessionally hung up on me.

• Prolonged Service Outage:
  I have been without internet for over a week, despite countless hours spent on the phone trying to resolve this matter.

Bullet Point Summary:

• November 6: Signed the Consent Form for a Retention Offer; received Order and Cancellation Confirmations.
• November 17: Internet disconnected; discovered an unauthorized service started at a different address on November 6.
• November 18: Loyalty agent confirmed an error, promised resolution, and had me sign a second Consent Form.
• Multiple agents denied the offer and failed to provide resolution despite recorded confirmations.
• Supervisor refused to review call recordings, denied the offer, and hung up.
• Over a week without internet, with Xfinity continuing to deny responsibility.

Request for Resolution:

I request the following:

1. Immediate restoration of service at my address under the Retention Offer terms.
2. Waiver of all incorrect charges for the unauthorized service and the unutilized service period from November 7 to November 17.
3. A formal investigation into this matter, including a review of all recorded calls, and an explanation for Xfinity's failure to resolve the issue promptly.
4. A written confirmation of these resolutions and any steps Xfinity will take to prevent such issues in the future.

If this issue is not resolved immediately, I will escalate this matter to the Federal Communications Commission (FCC) and explore further options to ensure accountability.

The supervisor could have easily resolved this issue by reviewing the call recordings from November 6th and November 22nd, during which I signed and submitted the consent form, with clear acknowledgment from the agents. These recordings would confirm that the random address was never mentioned, let alone authorized. This should have been a straightforward fix. Instead, the supervisor unnecessarily complicated the matter and refused to address it directly. When questioned, the supervisor stated, 'Xfinity hired me, and I have credibility,' as if that alone justifies dismissing my valid concerns. Is this truly what the supervisor represents—a refusal to investigate clear evidence and an expectation that customers blindly trust their credibility over documented facts?