Where to file formal complaint regarding customer support practices.

Hi everyone,

I recently had an incredibly frustrating experience with Xfinity’s customer service while trying to activate a new modem. Here’s a step-by-step breakdown of what happened:

1. Modem Purchase: I purchased a Netgear CM3000 modem from someone that moved and no longer has xfinity. This modem is on Xfinity's approved list for high-speed internet and supports 2GB down speeds.

2. Initial Contact: I reached out to Xfinity through chat to activate my modem. I provided the MAC address and waited for the agent, Noor, to handle the activation.

3. Plan Issues: Noor informed me that the MAC address was already registered under another account, so i immedately reached out to the seller and had them contact comcast to have it removed from their account. 

4. New Plan Activation: Noor then had me approve what I thought was the modem switch, but instead, it seemed like they canceled my existing plan and signed me up for a new one. This feels like it was done to gain a bonus or commission because switching a modem should NOT involve a new plan.

5. Endless Transfers: After multiple delays and waiting for ‘just a moment’ repeatedly, I was transferred to other agents. Every time I was transferred, I had to explain the whole situation again. I ended up chatting with Sudhir, Om, and finally, a supervisor named Raghav. Each time, the process took forever, and no one seemed to be able to solve the problem.

6. Hours Wasted: I spent over 3 hours just trying to activate a modem—something that should be simple. 

My Concerns:

• Plan Manipulation: Why was my plan canceled and replaced with a new one just to activate a modem? It feels like this was done to get a sales bonus at my expense.
• Poor Customer Service: I was transferred between multiple agents, all of whom offered little help, causing further delays and frustration.