Formal Complaint

FORMAL CUSTOMER COMPLAINT: Failed Cellular Number Transfer, Incorrect Account Setup, Unprofessional Treatment, and Refusal to Escalate

To: Xfinity Customer Relations and Executive Customer Support

I am writing to file a formal complaint regarding my experience attempting to transfer my cellular service to Xfinity. What should have been a straightforward activation of a complimentary service included with my Xfinity Internet subscription turned into approximately two weeks of repeated failures, multiple support calls, unprofessional treatment, and an extremely frustrating cancellation process.

The level of customer service I received was unacceptable. I am requesting that Xfinity investigate this experience and provide a written response addressing the failures outlined below.

request.

It ultimately took approximately two and a half hours to cancel a service that had never been successfully activated.

This was a complimentary service offered as a benefit of maintaining my Xfinity Internet subscription. Nevertheless, the time, frustration, and repeated failures associated with obtaining that benefit made it more trouble than it was worth.

I ultimately cancelled not because I was unwilling to use Xfinity's cellular service, but because Xfinity failed to provide the support necessary to establish it successfully.

What I am requesting

I request that Xfinity:

1. Conduct a formal management-level investigation into the handling of my cellular transfer, including the original account setup and the incorrect phone number entered.
2. Review the conduct of Agent Tyler regarding my explicit SIM-card delivery instructions and the decision to mail the card early.
3. Investigate the repeated failures to provide accurate activation instructions, correct the account error, follow through on the promised callback, and escalate my concerns to a supervisor.
4. Review the call records and available account notes associated with these interactions, including the repeated disconnections, transfers, and approximately 20-minute hold before the second disconnection.
5. Confirm in writing that the cellular service has been fully cancelled, that no cellular charges or outstanding obligations remain, and that the cancellation has not affected my existing Xfinity Internet service.
6. Provide a written explanation of the findings and identify what corrective steps, if any, will be taken to address the issues raised.

I also ask that Xfinity preserve and review the available call recordings, chat transcripts, account notes, and order history relating to this complaint.

I recognize that problems can occasionally occur in any service organization. However, the combination of an avoidable delivery problem, an incorrect phone number, failed activation, an unfulfilled callback, repeated disconnections, and the inability to obtain supervisory assistance reflects a deeply disappointing customer experience.

I devoted a considerable amount of time attempting to make this service work in good faith. Xfinity's repeated failures ultimately made cancellation the only reasonable option.

Please acknowledge receipt of this complaint, provide a case or reference number, and respond in writing within 10 business days.

Sincerely,

user_g5fv1f - [Edited: "Personal Information”]

[Edited: "Personal Information”]