Failed service

I am writing to formally express my deep frustration and disappointment with the recent
experience I’ve had as a long-time premium customer of Xfinity. I have been with Xfinity for
close to 10 years, maintaining eight active lines for my family, and until recently, I have been
satisfied with the service.
In April, I upgraded one of the lines on my account and attempted to take advantage of a
promotional offer that promised up to $800 for trading in a qualifying iPhone. My phone met the
stated conditions: it powered on and had no screen damage. However, it was rejected due to a
cosmetic scratch on the back—something that was not clearly disqualifying per the promotional
terms.
Additionally, the newly purchased device from Xfinity was not properly processed and is
incorrectly listed in your system as a “bring your own device” (BYOD). This may be
another reason why the promotion was denied. This error is entirely on Xfinity’s end and
further complicates an already frustrating situation.
Following this (upgrade of that line), my family plan began to experience numerous
unauthorized changes. Without my request or consent, all lines were changed to generation 5;
and after I realized it, I specifically requested that the lines be returned to 4th
generation;which was done. However, without any explanation or notice, the lines were
later switched back to 5th generation again. These unauthorized changes, made without
any clear communication, caused significant confusion, service disruption, and
unexpected increases in data usage.
To resolve these issues, I have spent over 20 hours on the phone with various Xfinity
representatives—at least 20 different individuals. Each call involves repeating the same
information, being transferred multiple times, and receiving inconsistent responses. I was told
repeatedly that the issue would be fixed within 24 to 72 hours, yet nothing has been resolved.
My wife also made several calls, each time being told to start the process from the beginning.
On one occasion, after hours on the phone, she was told the support center was closing and to
call back the next day.
Eventually, I spoke to a manager named Johnson who gave me a ticket number and assured
me the issue would be resolved within 72 hours. We have been promised at least 7 times that it
will be resolved . However, as of today, we are still waiting for any action or resolution.
The prolonged delays caused by Xfinity’s faulty promises and internal inefficiencies
have now resulted in us passing the 30-day timeframe for making plan changes. In our
most recent conversation with support, we were told that no further changes could be
made due to this time limit—despite the fact that the delay was entirely caused by
Xfinity. We even visited a local Xfinity office in an attempt to resolve the issue in person,
but unfortunately, the problem remains unresolved.
This experience has been exhausting, both emotionally and mentally. The support system
seems fragmented and ineffective—there is no continuity or accountability. Customers should
not have to repeat their entire story to every new representative, nor should they be transferred
endlessly with no resolution.
Despite my loyalty to Xfinity, this situation has left me feeling ignored and undervalued. I
respectfully urge you to escalate this issue and assign a dedicated representative to follow
through and resolve the matter in full.