Formal Complaint Against Xfinity / NOW Mobile – Unlawful Number Hold, Failure to Release Transfer PIN, and Lack of Customer Support

Business Name: Xfinity / NOW Mobile (Comcast)

Location: California (in-store activation)

Complaint:

I am filing a formal complaint against Xfinity and its NOW Mobile service due to ongoing failures in customer service, improper handling of my mobile number, and refusal to release my transfer PIN despite no outstanding balance.

For 26 consecutive days, my mobile number—one I have had for over 10 years—has effectively been held hostage. My calls are being routed overseas, I cannot access proper customer support, and Xfinity/NOW Mobile has refused to release my transfer PIN so I can activate or transfer my service.

Key issues include:

• I do not owe any money on this account.

• Xfinity/NOW Mobile refuses to release my transfer PIN.

• Multiple tickets and escalations have been created with no movement or resolution.

• My local Xfinity store in California has called and escalated this issue multiple times on my behalf with no success.

• Customer service is inaccessible and ineffective—chat support repeatedly redirects me to phone support, which does not resolve anything.

• All calls are routed to overseas call centers where communication barriers exist and representatives are unable or unwilling to act on existing tickets.

What occurred:

I originally went into an Xfinity store and was properly set up with an Xfinity Mobile account, ready to be activated. When I returned home to switch my SIM and complete activation, I called customer service for assistance. That call was routed overseas, and instead of activating my existing Xfinity Mobile account, the representative improperly created a NOW Mobile account without my informed consent.

As a result:

• My original Xfinity Mobile account was never activated

• My number became locked under NOW Mobile

• I lost access to my transfer PIN

• No department will take ownership of fixing the issue

Despite repeated attempts, escalations, and in-store advocacy, the NOW Mobile team has refused to act on any ticket created. There has been zero progress for nearly a month.

I am now on the verge of permanently losing my phone number due to Xfinity’s negligence.

This conduct is unacceptable and violates basic consumer rights, including:

• The right to port my number

• The right to accurate account setup

• The right to accessible customer service

• The right to timely resolution

Resolution demanded:

I am formally requesting the following:

1. Immediate release of my transfer PIN

2. Immediate ability to transfer or activate my number

3. A full refund of all charges paid to Xfinity/NOW Mobile

4. Written confirmation that my number will not be forfeited or lost

5. Corporate-level review of NOW Mobile’s account handling practices

If this matter is not resolved immediately, I will continue escalation to corporate leadership, regulatory agencies, and public consumer-protection channels.

No customer should be treated this way. Xfinity must be held accountable.