Visitor
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3 Messages
Urgent: Formal Complaint Regarding Xfinity Mobile Store Experience – Immediate Action Requested
Dear Xfinity Mobile Corporate Team,
Please find attached a formal complaint regarding an extremely unprofessional and hostile experience I had at your Xfinity Mobile store located at 10223 Grand Pkwy, Ste. 103, Richmond, TX 77407 on Tuesday, October 21, 2025.
The letter details multiple serious concerns, including:
- Inaccurate information provided on multiple occasions
- Rude and threatening behavior from the store manager and representative
- Refusal to provide names and failure to escalate my complaint properly
- An unprofessional response from a contact named Rodney ([Edited: "Personal Information"])
I have been a loyal Xfinity customer for over three years, with both mobile and internet services. This experience has caused me to question whether the Xfinity Customer Guarantee is being honored.
I am requesting:
- A formal investigation and review of store camera footage (Oct 21, 2025, 5:00 PM – 6:30 PM)
- Review of account notes from the online Customer Support Representative who resolved the issue after a two-hour call
- A written apology and assurance that this behavior will not occur again
- Compensation for the time, inconvenience, and stress caused
If I do not receive a satisfactory response within 10 business days, I will escalate this matter to the Better Business Bureau and relevant regulatory authorities.
Please confirm receipt of this email and the attached letter. You can reach me at [Edited: "Personal Information"] or [Edited: "Personal Information"].
Thank you for your immediate attention to this matter.
Sincerely,
[Edited: "Personal Information"]
user_l2v8ax
Visitor
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3 Messages
16 hours ago
This a screenshot that was sent to me an hour after I made the call the Rodney, Regional Manager for the Xfinity store. I borrowed a phone to make the call to him. I left him a voicemail and he texted me this information on the borrowed phone. I do think he only sent the follow up email the next afternoon to save face. Neither he, the store manager or the representative were professional nor helpful. The store manager and the representatives behavior towards me was so aggressive and threatening that a family who were inside the store flagged me down outside to ensure that I was ok. They said the grappled with leaving me alone with the two in the store because of their aggressive (especially the manager) behavior. They were shocked to see a man treating a woamn like this. [Image Removed: "Personal Information"]
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