Unsafe practices puts vulnerable customers at risk

Hello,

I spoke with an Xfinity live agent on Friday to request a technician come out to my 96 year old father’s home to replace and reprogram a broken remote control. I was given an appointment date and time of Monday, April 20, 2025, between 8-9am, and the live agent also indicated that she was documenting the waving of the $100 fee for a service call because the customer’s age and lack of ability to do self service. These facts were confirmed today by Brandy who read from the notes in the customer notes.

Today at 9:05AM, CST, my father received a phone call from an Illinois cell number, the person identified themselves as the technician from Xfinity and was within 30minutes to arrival. Then, no one ever showed up. At approximately 1pm,’CST, and spoke with Brandy. She stated the appointment was for Wednesday morning, April 23, 8-9pm, CST.  She then was able, at

my insistence to see in the customer

notes information regarding the 4/20/25 appointment! Yet, it was inferred that we should have known about this new 4-23 appointment. There had not

been any communication given to us. In addition it causes a safety threat when a

tech calls to say they are coming and does not show up. Again we are dealing with a vulnerable adult. This is the second time we were told a technician was coming out and no one has shown. This last time, the technician goes as far as calls the customer and then a no-show. Even more concerning about the lack of customer care, is when you call to get assistance and ask for speak to a manager. You are told no one is picking up from the escalation team and you should get a call in 24 hours. 

None of this is acceptable

and is dangerous to vulnerable customers.