Urgent Complaint Regarding Poor Customer Service and Unresolved Phone Upgrade Issue

I am writing to express my deep frustration and disappointment with the level of customer service I’ve received over the past several days. What should have been a simple phone upgrade—especially considering the phone was purchased directly through Xfinity—has turned into a time-consuming and aggravating ordeal.

On September 12th, I contacted Xfinity with the intention of upgrading my phone. I was informed that I could not proceed because I was enrolled in the Now prepaid internet service. The representative advised me to cancel the Now service and switch to a standard Xfinity internet plan in order to enable the upgrade. I followed this guidance and was told that the new account would be provisioned within 24 hours, after which I would receive a callback to assist with transferring my phone to the new account.

That callback never came.

I followed up myself and spoke with another representative who informed me that a system error was preventing the upgrade. I was told the issue had to be escalated to a backend department that handles system-related problems. I was given a case number (CAS-2933722) and assured that someone would reach out to me.

Again, no one called.

Instead, I received an email stating that a new internet and TV service had been ordered for my old address—an order I never authorized. I called in immediately to report this unauthorized activity and was issued a credit of approximately $4.00 for the inconvenience. While I appreciate the gesture, this was never about the money. I simply wanted to upgrade my phone.

It is now September 16th, and I am still without a resolution and still using my old phone. I’ve spent hours and days on the phone, speaking with multiple representatives, and yet no one seems to know what they’re doing or how to resolve this issue. The lack of follow-through, miscommunication, and system errors have made this experience incredibly frustrating.

I am requesting that someone with the authority and knowledge to resolve this issue contact me immediately with a clear solution. I am beyond disappointed with the service I’ve received and sincerely hope Xfinity can take swift action to correct this situation.