Completely awful service

I am writing to express my complete frustration and dissatisfaction with an ongoing Xfinity mobile issue.

The gist of the issue began in May when I placed an online upgrade order for a new iPhone on my account. Unfortunately, the day after I placed the order I was seriously injured and hospitalized for several days with a brain injury. I was unable to physically sign for the FedEx package and they were not able to reroute it or accept a proxy signature during the emergency. After a week the phone was returned to your facility and the problems began.

The upgrade was for the phone my mother uses (we were both on the same account at the time).  Her service was shut off with no notice during an emergency work situation.  This required a lengthy visit to your store in Vernon Hills where they were finally able to restore service, but somehow her number remained linked to the IPhone 15 that we had returned.

I have had to convince your reps that I do NOT have possession of an iPhone 15 that was confirmed by FedEx to have been received back at your location, and I’ve literally spent dozens of hours in your stores with no resolution. The final solution was to separate my mom’s service from mine but no one told us there would be a balance due on her existing phone. We would not have paid this had the upgrade gone through nor if we had kept the accounts linked. 

I now OWE you $320 for an issue that would have been prevented at several points if your company did their job. I have received NO discounts, apologies, credits or perks. Nothing but stress and headaches.

I have asked both the phone representatives and in store management for a credit and received nothing. I am beyond angry, frustrated and disillusioned. Though I am unable to terminate all Comcast Xfinity services currently, I will be ending my mobile relationship with you unless I receive some sort of acceptable response back. It’s sad because I’ve referred several people to your services and brought you more business than I’ve taken.

At the end of the day, what I want is some acknowledgement from Xfinity of my troubles and an apology for your role in this situation. A perfect way to express that would be at least a PARTIAL service credit or one time reduction on my bill. While there’s no reimbursement for the amount of energy and stress I’ve lost, your company’s refusal to show any sort of regret or empathy towards my struggles has left an absolutely bad impression and negative feelings towards a company I’ve paid money to for decades. I would be really grateful for some sort of response.