Complaint Regarding Xfinity’s Device Transfer Process

Dear Xfinity Customer Service Management,

I am writing to express my deep disappointment and frustration with Xfinity’s poor system for transferring a device between two lines under the same account.

I have spent the past four days trying to complete this simple transaction, but despite my repeated efforts, no one has been able to help me resolve the issue. As a result, I may be forced to return the iPhone 18 Pro Max I recently purchased, simply because Xfinity has been unable to facilitate a device transfer between two lines on the same plan.

I would like to acknowledge that María de Jesús, the representative who assisted me, was exceptionally diligent, kind, and professional. She made every effort to help me, and I sincerely appreciate her excellent customer service. Unfortunately, despite her efforts, she was unable to resolve my issue.

My frustration is not with the representative who assisted me, but with Xfinity’s system and the apparent lack of the technical knowledge and resources necessary to complete this type of transaction.

I am requesting that someone with the appropriate expertise and authority contact me to review my situation and provide a definitive solution. After four days of trying to accomplish what should be a straightforward process, I find this experience completely unacceptable.

I have been extremely disappointed with the level of service I have received, and I sincerely hope that Xfinity will take this complaint seriously and resolve the matter before I am forced to return my new device.

I look forward to hearing from someone who can provide a clear explanation and, most importantly, a permanent solution.

Sincerely,
Carmen Ramirez

765-4213025