The worst service ever received

Before you complain to me here, I am fully aware that this is the "compliments" section. I didnt post here by mistake. Take my complaint.

My complaint is about repeated inaccurate and contradictory statements, unfulfilled promises, a delayed cancellation, and an unresolved technical issue. It is not simply a request for a $3 credit.

When I opened a new phone line, I was told that my old line would automatically disconnect after seven days. That did not happen. I relied on that information, and I have since had to spend substantial time trying to get the old line canceled.

On October 20, I spent more than 90 minutes on the phone requesting cancellation. Despite that time, the representatives were unable to complete it. They promised to call me back the next day. I explicitly stated that I wanted the line canceled immediately—not another day later—and that I expected a credit for charges caused by Xfinity’s delay. The representative agreed. The promised callback never happened.

I called again the next day and had to start the process over. The line was finally canceled, and I was transferred to billing. Billing then told me that I should have spoken to them before canceling and that they could no longer help me. I had followed the process Xfinity’s representatives put me through, only to be told afterward that I should have done it differently.

When I asked to escalate my complaint, the representative told me, “There is literally nothing anyone can do for you here,” and said that no one could credit me back. Nevertheless, I continued with the escalation, and the next representative issued the credit immediately, within 2 sentences he already told me that no, they can definitely issue 

That credit was only $3.00 USD. The amount was not the point. The point was that I was categorically told a correction was impossible, literally impossible, when the next representative demonstrated that it was possible. If an agent lacks authority to issue a credit, they should say that and escalate appropriately. They should not tell me that no one in the company can help. Receiving the $3 credit does not resolve my complaint about being given false information.

Separately, I requested help with an RCS image-sending issue. A representative told me to “just reinstall the eSIM” but did not provide adequate instructions for doing so. My RCS messaging now no longer works, and the issue remains unresolved. Across my previous six support interactions, no one had mentioned this proposed step of deleting the esim first or that it was required.

During this support process, I explained that I was at work without Wi-Fi available as a backup and was not willing to risk losing cellular connectivity there. The representative assured me that I could return to chat after work, that I would be connected directly to them, and that we would resolve the issue then.

That assurance was not fulfilled either. When I returned to chat, I was not connected directly to that representative. I did not close the window or end the chat, it was the same exact window, and they told me they would be working till 2 am, i tried to reconnect at 130 am, but of course another lie! Instead, the current representative has told me that they cannot help and that I must go to a store. I have not received a satisfactory explanation of why the promised support could not be provided or why an in-store visit is necessary.

These are not isolated concerns about a small charge. They are a repeated pattern of representatives making assurances, failing to follow through, contradicting one another, and leaving me to restart the process and deal with the consequences.

I am requesting the following:

Record this complaint in my own words. Do not reduce it to “customer requested a credit,” “billing issue resolved,” or “customer referred to store.” Those descriptions would omit the substance of my complaint.

Provide a complaint or escalation reference number and identify the team responsible for reviewing it.

Confirm in writing that the old line is canceled, its effective cancellation date, and that recurring charges for that line have stopped.

Confirm what dates and charges the $3 credit covered, and review whether any other charges resulted from the promised seven-day automatic disconnection not occurring.

Review the relevant calls and chats concerning the automatic-disconnection promise, the October 20 cancellation attempt, the missed callback, the contradictory credit statements, the eSIM advice, and the promised direct reconnection in chat.

Provide a clear resolution plan for my RCS issue. Before asking me to remove or reinstall an eSIM, explain the complete process and how cellular service will be restored if activation fails, taking into account that I may not have backup Wi-Fi.

If a store visit is genuinely required, explain specifically why remote support cannot resolve the issue and what the store is expected to do.

Provide a written response addressing these concerns individually. Do not mark the overall complaint resolved solely because the $3 credit was issued.

Please confirm in this chat that the full complaint has been recorded and provide the reference number before ending or transferring this conversation.

I fully assume I will not hear back on this at all. You have done absolutely nothing to make me think you care about customer experience or service but at least maybe other people will see this and decide its not worth the hassle to try to get cheap phone service