Formal Complaint - 13+ hours of support with NO RESOLUTION

FORMAL COMPLAINT – 13+ HOURS OF XFINITY SUPPORT WITH NO RESOLUTION

I am posting this because I am extremely disappointed with my experience with Xfinity today, and I need this complaint formally documented and escalated to someone who can actually take ownership of this situation.

I started trying to resolve this issue at approximately 1:00 PM yesterday, and it is now 2:09 AM, and I still have absolutely nothing resolved.

I have spent approximately 13 hours trying to get help with something that should have been a straightforward Xfinity Mobile issue.

I am an existing Xfinity customer with Xfinity Internet, cable, and Xfinity Mobile. I have been with Xfinity for over a year, have maintained my Xfinity Mobile line, and recently reached Platinum status.

My previous phone was lost on June 24. I continued keeping my Xfinity Mobile line active because I intended to replace the phone and regain access to my existing number. I finally purchased a fully paid-off, unlocked iPhone 13 so that I could use my existing Xfinity Mobile service again.

Instead of being able to activate my replacement phone, I have spent the entire day being transferred from representative to representative, repeatedly explaining the exact same situation, and being given no resolution.

The Xfinity system is telling me that my iPhone 13 is incompatible. I have both the IMEI and IMEI 2 information available. I have repeatedly asked Xfinity to investigate why the device is being rejected and what needs to be done to activate this phone on my existing line.

That basic issue has still not been resolved.

THE VERIFICATION PROBLEM

I completely understand why Xfinity has security and verification procedures. I am NOT asking anyone to bypass security.

The problem is that Xfinity is requiring me to verify through methods that I do not currently have access to.

The verification code is being sent to my old mobile number, which is associated with the phone I no longer have access to.

I also cannot currently access the email address being offered as the alternative verification method.

I have explained this repeatedly to multiple representatives.

I have access to my Xfinity account through the Xfinity app. I have access to the payment card on file. I have provided my account information and identifying information to Xfinity representatives. I am the person who has been paying for and maintaining these services.

I am willing to provide whatever reasonable information Xfinity needs to establish that I am the account holder.

What I am asking for is an alternative verification method because the standard methods are inaccessible to me.

Instead, I have repeatedly been told that there is nothing Xfinity can do unless I complete the exact verification process that I have already explained I cannot complete.

I ASKED TO FILE A COMPLAINT — AND WAS NOT GIVEN A WAY TO DO IT

This is one of the things that has been most frustrating.

I specifically asked how I could file a formal complaint about this situation.

I asked for a complaint department, a supervisor, an escalation team, Executive Customer Relations, a case number, or some other legitimate way to have this reviewed.

I was not given a workable option.

I was essentially told that I could not escalate the matter because I could not complete the verification.

I don't understand how an existing customer is supposed to make a legitimate complaint when the very problem preventing resolution is that the customer cannot access the verification methods Xfinity is requiring.

Again, I am not asking Xfinity to bypass security.

I am asking Xfinity to tell me what its legitimate alternative process is for verifying an existing customer in this situation.

MULTIPLE TRANSFERS AND FAILED ESCALATIONS

I have been transferred between multiple representatives and teams throughout the day.

Several representatives told me they were going to speak with someone "upstairs," a higher-level team, or their manager.

In some cases, I was told the manager was not available.

In other cases, the representative said they could not resolve the issue.

I was repeatedly transferred instead of being given a specific person, case number, or escalation contact who could take ownership of the problem.

At one point I was given another Xfinity telephone number, but I did not want to simply call another general support number and be placed right back into the same cycle.

I have already spent approximately 13 hours doing exactly that.

THE CUSTOMER SERVICE EXPERIENCE

I have been extremely patient and respectful with everyone I have spoken with.

I have been the utmost nice to every representative I have dealt with because I understand that individual representatives are not necessarily responsible for the company's policies or limitations.

However, one of the representatives I dealt with was extremely rude to me, despite the fact that I remained respectful throughout the conversation.

Being treated that way after spending hours trying to solve a problem that I did not create was extremely disappointing.

I should not have to become angry or disrespectful simply to get someone to take ownership of an unresolved issue.

THE FINAL CHAT DID NOT RESOLVE ANYTHING

I eventually reached another representative and explained the entire situation again.

I was told that she would speak with a higher-level team to see what could be done.

I was then told to keep the chat open while she looked into it.

The chat was closed shortly afterward without the issue being resolved.

At this point, after spending the entire day trying to get help, I am left with the same problem I started with.

I also attempted to download my chat transcripts so I could properly document everything, but the transcript download did not work. I have therefore been taking screenshots of my conversations.

I completed the Xfinity customer survey as well.

WHAT I AM ASKING XFINITY TO DO

I am asking an official Xfinity representative or someone from the appropriate higher-level customer relations team to please take ownership of this situation.

Specifically, I am requesting:

1. A formal complaint to be opened regarding my experience today.

2. Escalation to the appropriate higher-level customer relations or Executive Customer Relations team.

3. A case or escalation number so I do not have to start over every time I contact Xfinity.

4. A legitimate alternative identity-verification method for an existing customer who cannot access the phone number or email normally used for verification.

5. An investigation into why my fully paid-off, unlocked iPhone 13 is being rejected as incompatible with my existing Xfinity Mobile line.

6. An explanation of exactly what is preventing the phone from being activated and what needs to be done to correct it.

7. A review of the multiple transfers and conversations I have already had today.

8. A clear escalation path and a specific person or department who can actually take ownership of this issue.

9. Contact from Xfinity through a secure/private channel so I can provide any additional account or device information necessary.

PLEASE CONTACT ME

I am specifically asking someone from Xfinity who has the authority to actually review and escalate this situation to please reach out to me.

Email: [Edited: "Personal Information"]

Please contact me by email so that I can provide the necessary information securely.

I will provide my account information and device information privately. I do not want to post my account number, phone number, IMEI, or other sensitive information publicly on this forum.

WHY I AM NOW CONSIDERING CANCELING MY SERVICES

I have been an Xfinity customer for over a year.

I have continued paying for my services and kept my Xfinity Mobile line active even while I was without my previous phone. I finally purchased a replacement phone because I wanted to continue using the service I have been paying for.

Instead, I have now spent approximately 13 hours trying to get help and still cannot use the replacement phone on my existing Xfinity Mobile line.

I am extremely disappointed.

At this point, I am seriously considering canceling my Xfinity services because I do not feel that I am being given a reasonable way to resolve this issue.

I do not want to cancel. I would much rather have Xfinity actually address the problem, provide me with a legitimate way to verify my identity, investigate the device compatibility issue, and give me a clear escalation path.

But after today's experience, I am questioning whether continuing to pay for these services is worth it if I cannot get meaningful assistance when I need it. Or even access  my accounts services. 

Please help 🙏

I am asking Xfinity to please stop sending me in circles and have someone take ownership of this complaint.

I have spent enough time explaining the situation. I am asking for someone with the authority to review what happened, contact me, and actually help resolve it.

Please have an official Xfinity representative contact me privately regarding this complaint.

Sincerely, 

[Edited: "Personal Information"]

[Edited: "Personal Information"]

Thank you. 

( to anyone who read this or is going through  a similar  issue i understand  and thank you for taking the time to read this) its a last resort.