Unprofessional Conduct and Mistreatment by Store Manager- Xfinity Factoria Store, Bellevue, WA

I am filing this complaint regarding an extremely disappointing and disrespectful experience at the Xfinity store in Factoria, Bellevue, Washington.

I visited the store around 12:30PM on Oct 30th 2026 to understand why my monthly internet bill had suddenly increased from approximately $90 to $201 starting in March. I was aware that excess internet usage could result in additional charges, but I wanted a clear explanation of why my bill had increased so significantly after years of using the service.

An employee named Jaden accessed my account but could not provide a satisfactory explanation. He simply mentioned that my plan had overage limits. When I asked why the increase had occurred so suddenly, he was unable to answer.

The store manager then intervened and stated that they could not provide information about which devices consumed how much internet data. When I questioned why they could not provide a clearer explanation of my bill, the manager became dismissive.

When I mentioned that I could file a complaint, the manager responded, "It's a billion-dollar company," raised his voice, and told me to leave the store.

I found this behavior extremely disrespectful, intimidating, and unacceptable, particularly from someone in a management position. As a long-standing paying customer, I expected basic courtesy and assistance, not hostility for asking a legitimate billing question.

After leaving the store, I contacted Xfinity customer support. Although reaching a representative was difficult, I eventually received a straightforward explanation: my promotional discount had expired in March, causing my monthly bill to increase.

This was precisely the information I had been seeking at the store. Instead of checking or explaining this simple billing detail, the store employees provided misleading or incomplete information, and the manager treated me with hostility.