To Whom It May Concern, I am formally escalating an extremely serious and unresolved issue regarding my Xfinity Mobile account and the comp

To Whom It May Concern,

I am formally escalating an extremely serious and unresolved issue regarding my Xfinity Mobile account and the complete failure of your company to activate my service after more than TWO WEEKS of repeated calls, tickets, transfers, and misinformation.

Since May 1st, 2026, I have spent over 15 phone calls and countless hours speaking with Xfinity Mobile representatives, agents, supervisors, and support departments attempting to resolve what your teams continue describing as a “duplicate error” tied to my port request. Every call has resulted in the same scripted responses, excuses, and requests for me to “wait another 3–5 business days,” despite the issue remaining unresolved and despite your own employees acknowledging the problem appears to be internal to Xfinity’s systems.

My family and I fulfilled every responsibility required on our end. I paid Verizon over $2,500 to pay off devices and obtain transfer information specifically to move our services to Xfinity Mobile. I then paid Xfinity over $400 in activation fees, taxes, down payments, and startup costs to begin service. Yet after all of this time, money, stress, and effort, my lines still cannot properly activate and your teams continue sending us in circles without any real ownership or accountability.

What makes this situation significantly worse is that my wife is currently 41 weeks pregnant and may go into labor at any moment. I have repeatedly explained to your representatives that reliable phone communication is absolutely critical right now for emergency family and medical reasons while I am still trying to work and provide for my household. Instead of treating the matter with urgency, I was told to temporarily return to Verizon or use a temporary number, which completely ignores the importance of my wife maintaining HER actual phone number during one of the most important moments of our lives.

At this point, I am emotionally exhausted, financially frustrated, and beyond disappointed with Xfinity Mobile. I have lost valuable work hours sitting on calls lasting 1–2 hours each only to receive no meaningful updates or solutions. The amount of stress this situation has caused my family is unacceptable. The fact that your systems can leave customers trapped in limbo for weeks while continuing to collect money is deeply concerning.

I am requesting the following immediately:

• Immediate executive-level escalation and intervention from a competent case manager with authority to resolve this issue
• Immediate activation and restoration of all affected lines and services
• Full reimbursement and compensation consideration for the unusable service period, activation costs, time lost, and the extreme inconvenience and stress caused
• Written confirmation documenting the exact issue and resolution steps being taken
• Direct communication from a dedicated escalation specialist instead of repeated transfers through frontline support

I have remained patient and cooperative for over two weeks despite the repeated failures and misinformation provided by Xfinity Mobile support. However, my confidence in your company and customer service process has now reached zero. If this matter is not resolved immediately, I will proceed with additional formal complaints through consumer protection channels and continue documenting this experience publicly.

I expect prompt contact from Executive Customer Relations regarding this matter.