XFINITY: TWO MONTHS OF UNAUTHORIZED CANCELLATIONS, BILLING ISSUES, BROKEN PROMISES, AND ZERO ACCOUNTABILITY. WHO IS RESPONSIBLE?

I am sharing my experience with Xfinity publicly because what I have been put through over the past two months is completely unacceptable.

I have been an Xfinity customer for years. I have always considered the internet service itself to be excellent. Unfortunately, my recent experience with Xfinity's customer service, complaint-handling procedures, and lack of accountability among supervisors has been nothing short of disastrous.

What makes this situation particularly frustrating is that every single problem began with a mistake made by Xfinity's own representative, not with anything I requested or did wrong.

SEPTEMBER 11: I SIGNED UP FOR INTERNET SERVICE AT $40 PER MONTH FOR FIVE YEARS

I signed up for an internet plan advertised at $40 per month for five years.

That same day, I activated my own modem using the Xfinity mobile app. The activation was successful, and my internet worked perfectly.

There were no technical problems, I did not need assistance, and I was completely satisfied with the service I had signed up for.

OCTOBER 2: XFINITY CANCELED MY INTERNET WITHOUT MY AUTHORIZATION — AND A SUPERVISOR NEVER CALLED BACK

I contacted Xfinity for one simple reason: to cancel a technician appointment that had been scheduled when I originally ordered my service.

Since I had already successfully activated my own modem and everything was working perfectly, the technician visit was unnecessary.

I ASKED TO CANCEL A TECHNICIAN APPOINTMENT. I NEVER ASKED TO CANCEL MY INTERNET SERVICE.

However, the representative who handled my request canceled not only the technician appointment but also my entire internet service.

That single mistake triggered weeks of unnecessary problems that Xfinity has repeatedly failed to resolve.

I called multiple times asking Xfinity to correct its own mistake and restore my internet under the original pricing terms.

What was I told?

That my original $40 monthly rate could no longer be honored because the promotion had changed, and I would now have to pay $45 per month.

Let me make this absolutely clear:

Xfinity canceled my service without my authorization and then expected ME to pay more money to restore the very service that its own representative had mistakenly canceled.

That additional $5 per month amounts to $300 more over five years.

WHY SHOULD A CUSTOMER PAY AN ADDITIONAL $300 BECAUSE OF A MISTAKE MADE BY XFINITY?

Why should a company be allowed to change the pricing terms originally offered simply because its own employee canceled an account without authorization?

BUT THAT WAS NOT ALL.

On October 2, while I was trying to get my service restored, I was also told that a supervisor would contact me to resolve the problem and reactivate my account.

THAT SUPERVISOR NEVER CALLED.

Even worse, the support ticket was closed without anyone contacting me and without my internet service being restored.

Who authorized that ticket to be closed?

Who verified whether the promised supervisor callback had actually taken place?

How can Xfinity consider a complaint resolved when the customer is still without service?

Xfinity not only canceled my service without my permission. It also failed to follow through on a promised supervisor callback and closed the complaint without fixing the problem.

After multiple calls, repeated explanations, and no meaningful resolution, I eventually agreed to the higher price because I needed internet access at my home.

I did not accept the higher rate because I believed it was fair. I accepted it because I needed the service Xfinity had taken away from me.

OCTOBER 27: I SIGNED UP AGAIN — AND XFINITY DISCONNECTED MY SERVICE AGAIN

After numerous calls, I signed up for service again at $45 per month.

The representative charged me $25 in advance through my automatic payment method.

My internet was activated and worked perfectly once again.

BUT ONLY FOR TWO DAYS.

After those two days, my internet stopped working.

When I checked the Xfinity mobile app, my account showed that I had no active internet service.

I also logged into my Xfinity account from my computer, and the website confirmed that my service was deactivated.

ONCE AGAIN, I HAD PAID XFINITY FOR INTERNET SERVICE THAT I WAS NO LONGER RECEIVING.

OCTOBER 31: ANOTHER SUPERVISOR FAILED TO CALL — AND ANOTHER UNRESOLVED TICKET WAS CLOSED

I contacted Xfinity again and explained the entire situation.

Once again, I was told that a supervisor would call me.

THAT SUPERVISOR NEVER CALLED EITHER.

However, at approximately 8:00 p.m., I received a text message informing me that my support ticket had been resolved and closed.

EXACTLY THE SAME THING THAT HAD HAPPENED ON OCTOBER 2!

For the second time, Xfinity promised a supervisor callback that never happened.

For the second time, a support ticket was closed without my problem being resolved.

For the second time, I was left without a solution.

THIS IS NO LONGER JUST ONE ISOLATED CUSTOMER SERVICE MISTAKE.

It is a repeated failure that raises serious questions about Xfinity's internal oversight, supervisor accountability, and complaint-resolution procedures.

How can a company repeatedly close unresolved cases?

Who is responsible for verifying whether supervisors actually contact customers as promised?

Who is checking whether customers' problems have truly been resolved?

CLOSING A SUPPORT TICKET IS NOT THE SAME AS SOLVING A CUSTOMER'S PROBLEM.

If Xfinity's system allows complaints to be marked as resolved without verifying that the customer actually received a solution, then that system is failing the very people it is supposed to serve.

NOVEMBER 2: NOW XFINITY CLAIMS MY MODEM IS THE PROBLEM

My latest support case number is [Edited: "Personal Information"].

After everything that happened, Xfinity is now attempting to blame my personal modem.

That explanation makes very little sense considering the following facts:

• My modem worked perfectly from September 11 until Xfinity canceled my service on October 2.

• The exact same modem worked perfectly again after Xfinity activated my new service on October 27.

• When the service stopped working again, Xfinity's own mobile app and website showed that I did not have an active internet service.

HOW CAN XFINITY BLAME MY MODEM WHEN ITS OWN SYSTEM SHOWS THAT MY INTERNET SERVICE WAS DEACTIVATED?

Before blaming customer-owned equipment, Xfinity should investigate its own account cancellations, service activations, billing records, and internal system errors.

FINALLY, I REQUESTED THE CANCELLATION OF MY ACCOUNT

After everything I had been through, I decided to request the complete cancellation of my account.

I asked for a cancellation confirmation or reference number so I would have documented proof of my request.

I was told that no cancellation reference number was available.

After two months of problems, I could not even obtain the documentation I requested to confirm the cancellation of my account.

THE MOST SERIOUS ISSUES IN THIS CASE

Over the past two months, I have experienced:

1. Unauthorized service cancellation: Xfinity canceled internet service that I never requested to cancel.

2. Failure to honor the originally offered pricing: After its own mistake, Xfinity refused to restore my original $40 monthly rate.

3. Financial consequences imposed on the customer: Xfinity expected me to pay an additional $300 over five years because of an error I did not cause.

4. Billing for service that was not properly provided: I was charged under two service arrangements without receiving the internet service as agreed, and I have not received the appropriate refunds.

5. Repeated broken promises from supervisors: Supervisor callbacks were promised on October 2 and October 31. Neither callback occurred.

6. Repeated closure of unresolved support tickets: On both occasions, complaints were closed without resolving the underlying problem.

7. Lack of accountability: Despite numerous calls, no one has taken responsibility for correcting these failures.

MY QUESTIONS FOR XFINITY ARE SIMPLE

WHO SUPERVISES THE SUPERVISORS?

Who makes sure representatives do not cancel customers' services without authorization?

Who verifies that customer complaints have actually been resolved before support tickets are closed?

Why were supervisor callbacks promised twice and never completed?

Does Xfinity consider it acceptable to repeatedly close complaints without contacting the customer or fixing the problem?

Who is responsible for refunding money collected for services that were not properly delivered?

Why should customers bear the financial consequences of Xfinity's mistakes?

And why is a company of Xfinity's size unable to restore the original terms of a service that its own representative canceled without authorization?

WHAT I AM DEMANDING FROM XFINITY

I am requesting a formal investigation that includes the recordings of my customer service calls, my account activation and cancellation history, support ticket records, and all charges made to my account.

Specifically, I am demanding:

• A written explanation of why my original internet service was canceled without my authorization.

• A written explanation of why my original pricing terms were not honored after Xfinity's mistake.

• A refund of any charges for services not delivered, duplicate charges, or amounts improperly billed.

• An investigation into the unresolved tickets that were closed following my October 2 and October 31 complaints.

• An explanation of why supervisor callbacks were promised twice and never completed.

• A review of the actions taken by the representatives and supervisors involved.

• Written confirmation of my account cancellation status and confirmation that no improper future charges will be made.

• A meaningful response from someone with the authority to resolve this matter, not another empty promise or another support ticket closed without a solution.

I AM NOT ASKING XFINITY FOR A FAVOR. I AM DEMANDING THAT XFINITY TAKE RESPONSIBILITY FOR ITS OWN MISTAKES AND ACCOUNT FOR THE MONEY IT HAS COLLECTED.

I was a satisfied customer for years.

Today, I have less money in my bank account, no active internet service at my home, and two months of frustration caused by problems I did not create.

This experience has left me feeling misled and has raised serious concerns about Xfinity's billing practices, account management, complaint-handling procedures, and internal accountability.

I cannot speak for every Xfinity customer, but I can speak about my own experience.

AND MY EXPERIENCE HAS BEEN COMPLETELY UNACCEPTABLE.

A company's true quality is not measured only by how well its service works when everything goes right.

It is measured by how that company responds when something goes wrong, whether it acknowledges its mistakes, and whether it takes responsibility for correcting them.

IN MY CASE, XFINITY HAS FAILED THAT TEST REPEATEDLY.

I expect a public response and a genuine, documented, verifiable resolution.

Support case reference: [Edited: "Personal Information"]

XFINITY: WHO IS GOING TO TAKE RESPONSIBILITY?