Formal Complaint and Request for Immediate Resolution – Xfinity Mobile Insurance Issue

Dear Xfinity Customer Care Team,

I am writing to formally escalate an ongoing issue that has persisted for the past six months regarding my Xfinity Mobile service and phone insurance coverage. Despite multiple attempts to resolve this matter through your standard support channels, I have not received a resolution, and the experience has been extremely frustrating.

Initially, I encountered challenges with activating my service. More recently, when attempting to file an insurance claim for my phone, I was informed that my insurance is incorrectly assigned to another account. This is particularly concerning, as I am actively paying for phone insurance on my account, yet I am unable to access or utilize the coverage for my device. For clarity, I only have one active phone line and one device on my account.

Over the past several months, I have made extensive efforts to resolve this issue:

• I have visited an Xfinity store five times, and on each occasion, I was sent away without a resolution.
• I have taken time off work on three separate occasions to address this in person.
• I have called customer support seven times, during which I have been transferred multiple times, placed on hold for extended periods (up to two hours), and disconnected without callback on more than one occasion.
• I have also attempted to speak with a supervisor but have not been successful in doing so.

At this point, I am consistently paying a monthly bill of $97 on auto-pay, yet I am not receiving the level of service or support expected. It is unacceptable to continue paying for a service—especially insurance coverage—that I cannot access or use when needed.

I am requesting immediate assistance to:

1. Correct the insurance assignment so it is properly applied to my active phone line.
2. Allow me to proceed with filing my insurance claim without further delay.
3. Provide confirmation that this issue has been fully resolved.

If this matter cannot be resolved promptly, I will have no choice but to consider disconnecting all services, including my mobile line, cable, and cameras. Additionally, I will no longer feel comfortable recommending Xfinity services to the 1,500+ residents I interact with in my professional capacity.

I would appreciate a prompt response from a supervisor or a member of your escalation team who can take ownership of this issue and ensure it is resolved without further inconvenience.

Thank you for your immediate attention to this matter. I look forward to your response.

Sincerely,
Kendra