Urgent: Escalation of Frustrating Experience with Xfinity Mobile Service Transfer

Dear Xfinity Leadership/Customer Support Team,

I am writing to formally escalate an issue regarding a highly frustrating experience I had while transferring my phone lines from T-Mobile to Xfinity Mobile.

On 12/2, I visited the Xfinity store at Redmond to transfer three phone lines from T-Mobile. I spent almost an hour to do these transfer and everything worked fine until 12/3 7AM PST. Unfortunately, on 12/13 I received email stating all my numbers are deactivated resulting complete loss of service. This not only disrupted my daily routine but also created significant stress and inconvenience for me and my family.

I visited Redmond store on 12/3 10AM and had to spend approximately seven unplanned hours working with the store representative to resolve this issue and restore my connections. While I appreciate their efforts to resolve the problem eventually, the overall experience was extremely frustrating and far from the high standard of service I had anticipated. To add to my disappointment, I was informed that the store manager would contact me to discuss the matter. However, it's been a week and I have yet to receive any follow-up communication, which further underscores a lack of responsiveness and customer care.

Given the severity of the inconvenience caused and the time I had to invest to correct an issue that was not of my making, I believe it is only fair for Xfinity to offer compensation as a goodwill gesture. I also request that you take steps to ensure better training for your representatives to prevent such mistakes in the future.

Please let me know how Xfinity plans to address this issue and restore my trust in your service. I can be reached at [Edited: "Personal Information"] or [Edited: "Personal Information"] at your earliest convenience.

Thank you for your attention to this matter. I look forward to your prompt response.

Sincerely,
[Edited: "Personal Information"]