Unprofessional service and improperly trained employees

Complaint Regarding Xfinity Mobile Store – 5703 N University Dr, Tamarac, FL 33321

I am submitting a formal complaint regarding the service I received at the Xfinity Mobile store located at 5703 N University Dr, Tamarac, FL 33321.

I shared a joint Xfinity Mobile account with another person who wanted to leave the account. We visited the store together and explained that we wanted to completely settle her financial responsibility before removing her from the account.

The store associate reviewed the account and told us that the total amount she needed to pay was $230.59. Before making the payment, I specifically asked him multiple times whether this amount covered all past, current, and future charges associated with her portion of the account, including any remaining device balance and service charges. Each time, he assured me that yes, this payment would cover everything.

Based on those repeated assurances, she paid the amount he quoted.

However, after the next billing cycle, I discovered that additional charges related to her line continued to appear on my account. I ended up paying her portion of the bill multiple times—after the May billing cycle, again in June, and now in July—because the associate failed to include the current billing balance when he calculated the amount due.

As a result of the incorrect information provided by your employee, I have suffered a financial loss. I am unable to recover this money from the other account holder because I relied on the information your representative provided.

This experience demonstrates a serious lack of training and knowledge regarding Xfinity Mobile billing procedures. Unfortunately, this is not the first time I have received incorrect billing information from Xfinity employees, making this an ongoing concern rather than an isolated mistake.

I am requesting:

• A full review of this transaction and the advice provided by the store associate.
• Reimbursement for the additional charges I incurred because of the incorrect information I was given.
• Appropriate training for store employees so that other customers do not experience the same problem.

If this matter cannot be resolved fairly, I am prepared to escalate my complaint to the Florida Attorney General’s Consumer Protection Division and any other appropriate consumer protection agencies.

I hope Xfinity will review this matter promptly and provide a fair resolution.