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Inadequate Customer Service and Unacceptable Experience at Xfinity Store #5901
Date: May 31, 2025
To Whom It May Concern,
Xfinity Customer Relations
Xfinity Customer Relations
Subject: Formal Complaint – Inadequate Customer Service and Unacceptable Experience at Xfinity Store #5901
I am writing to express my extreme dissatisfaction and frustration regarding the appalling level of customer service my husband and I received from Xfinity between May 27th and May 28th, 2025. This experience was not only exhausting and inefficient, but also highlighted serious internal miscommunication, poor training, and unethical behavior at your River Point store in Sheridan, Colorado (Store #5901).
On May 26th, my husband broke his phone. As he had AppleCare, he was able to get a replacement at the Apple Store the following day. Everything transferred perfectly to the new phone—except the cellular service. This should have been a straightforward fix. Instead, it spiraled into an exhausting ordeal.
On May 27th around noon, my husband visited your River Point location and spoke to a young employee who claimed he needed managerial approval to activate the new phone. He returned saying his manager, Gabe A., stated my husband would need to pay off the entire $800 balance on the old phone before activating the new one. This is not only unreasonable—it’s a clear violation of our service agreement. We never agreed that early phone replacement would require a full payoff, and phone activation should not be held hostage over it.
We were then told to call Xfinity customer support. Over the course of two days, we spent more than 2.5 hours on the phone with multiple representatives (including calls on May 27 and again early on May 28). Not one of them could resolve the issue. They all repeated the same refrain: “Go to the store.” Meanwhile, we were locked out of the recovery process because the recovery phone number was the one that wasn’t working, and no one could override this. It was a textbook case of internal chaos, with your store blaming phone support, and phone support blaming your store.
Finally, on the evening of May 28th, we returned to the same River Point location. This time, a gentleman named Miles (F.) offered to help. He was courteous, professional, and—most importantly—competent. He resolved the entire issue in less than five minutes. He had my husband test the phone, send text messages, and make calls. Everything worked perfectly.
The fact that Miles could resolve what no one else could, in minutes, after hours of unnecessary stress and runaround, is both a relief and a disgrace. I cannot overstate the anger and disappointment I feel toward your company’s service model and especially the staff and manager at the River Point store, excluding Miles.
Furthermore, I believe we were deliberately misled when we first switched to Xfinity Mobile. We were told we had to cancel our long-standing Xfinity account and reopen it under my husband’s name to qualify for phones—causing a cascade of equipment problems, service interruptions, and account confusion. This appears to have been done for the sake of making a sale, not to serve the customer. That is deeply unethical.
I am demanding the following:
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A formal written apology from Manager Gabe A. for his refusal to provide assistance and for giving incorrect and obstructive information.
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A thorough review and accountability for the sales and service practices at Store #5901.
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Recognition for Miles F., whose professionalism should be the standard across your entire organization.
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A detailed explanation of how Xfinity plans to address this systemic failure in customer service so no other customer has to endure this again.
My time is valuable. So is my family's peace of mind. Your company's negligence cost us both. If Xfinity values its customers, I expect to see that reflected in your response to this complaint.
Sincerely,
Elizabeth F
Elizabeth F
XfinityJon
Official Employee
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187 Messages
2 hours ago
Good afternoon user_suzjpm. I am more than happy to address this with you in a direct message. I can assure you this is absolutely not the experience that we want you or anyone to have ever. In order for me to assist you better with this I will need some additional information from you.
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
As you are typing a drop-down list appears. Select "Xfinity Support" from that list
An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window and press Enter to send it.
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