Worst service ever

I am submitting a formal complaint regarding an unauthorized change to my Xfinity Mobile phone number and Xfinity’s handling of the situation.

My established mobile phone number was changed WITHOUT my knowledge, permission, or authorization. I never requested a new number or consented to my number being changed. This was extremely concerning because my phone number is connected to important personal accounts, calls, texts, verification codes, and two-factor authentication.

Relevant case information:

Ticket: ECM0025163172
Previous Chat ID: 908155528364804299
Most Recent Chat ID: 6815189396033546035

Getting this corrected became a multi-day ordeal. I spent hours dealing with numerous Xfinity representatives, supervisors, departments, and conflicting information.

Initially, an Xfinity representative contacted the advanced team, created ticket ECM0025163172, and told me my previous number would be restored within 7–10 days. Later, a supervisor told me that my previous number might be permanently disconnected and could NOT be restored.

I was also repeatedly told that Xfinity cannot make account changes without customer authorization. However, I repeatedly stated that I NEVER authorized this number change. No representative was able to explain what authorization Xfinity supposedly had from me or how this change was allowed to occur.

I was eventually referred to Xfinity’s Fraud Team because I disputed the change as unauthorized.

Despite being told at one point that my number might not be recoverable, Xfinity ultimately WAS able to restore my original phone number.

I am relieved that my number was restored, but that does not erase what happened. I spent hours over multiple days contacting Xfinity, repeating the same information, being transferred, speaking with supervisors, receiving contradictory information, and worrying that I might permanently lose an established phone number connected to important accounts and services.

Xfinity has confirmed that multiple credits totaling $50 were applied to my account. However, those credits were offered while the situation was still ongoing and before the full extent of the inconvenience was known.

After my number was finally restored, I requested additional compensation. Xfinity Mobile refused, repeatedly stating that $50 had already been credited. A supervisor eventually told me they were not authorized to provide additional credits and could not escalate or transfer my complaint any further. When I requested a formal complaint process, I was told to visit an Xfinity store.

I do NOT believe $50 adequately addresses an unauthorized phone number change and the hours and multiple days I spent getting Xfinity to correct a problem I did not cause.

I am requesting Executive/Customer Relations review this matter and:

1. Investigate how my phone number was changed without my authorization.
2. Explain what authorization Xfinity’s records show for the change and how it was obtained.
3. Confirm that my account is secure and that no other unauthorized changes occurred.
4. Review the contradictory information and handling I received from Xfinity Mobile support.
5. Provide appropriate ADDITIONAL compensation beyond the $50 already credited for the unauthorized change, disruption, and considerable time required to resolve this matter.

I have already exhausted normal Xfinity Mobile support and supervisor escalation. Please review the account history, ticket, and chat transcripts rather than referring me back to the same support channels.

I am requesting a direct response from Xfinity Executive/Customer Relations regarding both the unauthorized account change and additional compensation.