Terrible Customer Service

I am writing to file a formal complaint regarding repeated failures, misinformation, and customer mistreatment I’ve experienced as a new Comcast Xfinity customer. What should have been a straightforward onboarding has instead devolved into a maze of broken promises, upselling during unresolved issues, and hours of wasted time that Xfinity has yet to acknowledge—let alone correct.

Overview of Issues:

1. Mobile Port Failure (May 29):
   I was told transferring my number from T-Mobile would be simple. Instead, my phone number was ported—but remained disconnected for days because the device was locked. Despite six hours across eight agents, no one could fix it. Multiple representatives insisted on sending verification codes to a phone I couldn’t access. One supervisor promised a follow-up call (which never came), and ultimately I had to go in-person to a retail store to resolve the issue—doing the work Xfinity failed to do.

2. Modem Never Shipped—Then Charged Anyway (May 30 onward):
   My internet service was scheduled to begin May 30, but I never received the modem. I contacted support and was told it hadn’t even shipped. I was assured it would be overnighted. It wasn’t. I followed up again and was promised tracking info—which never came. Days later, I discovered I had been charged for the modem I never received, and once again, it fell on me to contact customer service to get that charge reversed.

3. Printer Connectivity Issues & Unethical Upselling:
   When my Epson printer could no longer connect to Wi-Fi, I contacted Xfinity support. I was given incorrect router credentials, asked to perform advanced tasks with no assistance, and ultimately told to factory reset my modem and reconnect every device myself. During this unresolved issue, I was repeatedly upsold on services and promotions, despite specifically requesting the rep stay focused on resolving my issue.

4. Broken Technician Promises (September 21–22):
   I was explicitly promised a technician visit on September 22 between 10am–12pm. I rearranged my schedule, stayed up late awaiting confirmation, and cleared my morning to be available. The next day, I received a text confirming an appointment for September 24—two days later—with no explanation. Over the next several hours, I was bounced between four more agents, all offering vague apologies and no accountability. I was eventually told I’d been “added to a waitlist,” not scheduled, despite what I’d been promised the night before.

5. Insulting Follow-Up Messages and Misdirected Communications:
   In the midst of these service failures, I received multiple texts and emails about how to pay my bill—something I never requested, and certainly don’t need help with. It’s hard to overstate how insulting it is to be spammed with payment instructions when the service itself hasn’t been properly delivered.

Summary of Failures:

• False promises from support agents and supervisors

• Repeated misinformation and contradictory instructions

• Being charged for equipment never received

• Aggressive sales pitches during unresolved support cases

• Escalations that go nowhere

• Time lost, stress accumulated, and complete breakdown of trust

I have been exceedingly patient and professional throughout—your call logs and chat transcripts will verify this. But this level of dysfunction, particularly for a brand-new customer, is simply unacceptable.

Requested Resolutions:

1. Immediate escalation to senior customer experience leadership

2. Formal written apology from Comcast/Xfinity

3. A meaningful account credit, far exceeding the token $30 previously offered, for the excessive time and frustration I’ve endured

4. Guaranteed technician visit to resolve all equipment and connectivity issues, including modem setup and printer configuration

5. A review of sales tactics during tech support, with assurances that customers will not be upsold when basic service requests are outstanding

Should Comcast fail to provide an adequate and timely response, I am prepared to escalate this complaint to the Better Business Bureau, FCC, Attorney General’s Office, and relevant consumer protection organizations.

I expect a formal reply confirming that this matter has been escalated, and that all requested actions will be reviewed and addressed.

Sincerely,
Erik