Xfinity Expects Me to Pay Someone Else's Bill...

I am posting here because I have reached a breaking point with Xfinity’s handling of my account and the complete lack of support over the past several weeks.

I have moved multiple times in the past two years and never had an issue transferring service from one address to another. This most recent move has been the opposite experience. When I attempted to activate service at our new address, I was told an old, unresolved account was still tied to the property. I explained repeatedly that I had just moved in and had no connection to whoever previously lived here. Instead of simply helping us, I was asked if I personally knew the former residents, which makes no sense. The previous account was flagged as fraudulent, and somehow that has become our problem to solve.

I was told to call billing. I did. Then I called again. And again. It has now been almost a month of being bounced between departments, receiving no clear answers, and getting the runaround every single time.

Tonight was the final straw. After waiting on hold for an hour to speak to a manager, I was disconnected with no explanation. When I switched to chat to get help, the chat was ended without notice. When I tried again, I was passed between agents who all stated they had “limited access” and could not actually fix anything. Even after being told the chat would remain open so we could be transferred to a supervisor, the agent left the chat entirely and it closed again.

Below is the transcript from tonight’s attempt. It shows the exact pattern we’ve been experiencing of delays, non-answers, contradictions, and no resolution. All we want is our internet service activated and someone from Xfinity to take responsibility for fixing this instead of pushing us to yet another phone number or department and expecting us to foo the bill of the last tenants. 

At this point, I am formally requesting that a manager or higher-level representative contact me directly to resolve this situation. We have been patient, but the repeated disconnections, the lack of follow-through, and the absence of clear communication are unacceptable.

If this is how Xfinity treats customers who need their service activated after a move, we will be looking for another provider. 

Please have a manager reach out immediately.

[Edited: "Personal Information - Chat Transcript"]