complaint

To Whom It May Concern,

I am writing to formally file a complaint regarding my recent experience with Xfinity/Comcast, which involved billing confusion, unexpected service disconnection, and extremely poor customer service.

On May 18th, my services were disconnected. I contacted Xfinity and made a payment of $45, as I was not aware that my monthly bill had been increased from $45 to $110 without my consent. After making the payment, I called again to request a more affordable plan suitable for my one-bedroom apartment. The representative informed me that the only available option was an $80 plan, which I reluctantly accepted.

Later, after speaking with my sister, I learned she had a $45 plan available. On June 3rd at approximately 8:00 AM, I called Xfinity again to inquire about this option. A representative confirmed that a $45 plan was available and arranged for a new equipment box to be shipped to my address. I was clearly informed that I would need to swap the equipment once it arrived and that my service would not be interrupted. This was discussed multiple times, as I explained that I am a college student and rely on internet service for my online nursing classes.

However, the following day, I returned home from work at approximately 6:00 PM to attend class and discovered that my internet service was not working. I immediately called Comcast in distress due to missing my class. I requested to speak with a manager and was connected to a supervisor named Claire after approximately 10 minutes.

Unfortunately, my experience with Claire was extremely disappointing. She stated that my service “takes time” to activate, even though more than 24 hours had already passed. When I asked for a clear timeframe, she responded inconsistently and was not helpful. She did not offer any meaningful assistance, apology, or attempt to resolve the issue, despite me explaining that I was actively missing class.

During the call, I became increasingly distressed. I was placed on hold for approximately 40 minutes and then transferred to another supervisor. That supervisor informed me that my service had been disconnected on May 18th due to non-payment. I explained that I had made a payment and tried to clarify the situation, but I was repeatedly interrupted and not given a chance to fully explain.

At that point, I became concerned about the legitimacy of the interaction, as I was not given clear answers about where my payment had gone or who had access to my banking information. I took precautionary steps to secure my accounts. Shortly after, I received an email stating that I had personally requested cancellation of my services effective June 4th at 7:06 PM, which was around the same time I was speaking with the supervisor. I did not request cancellation of my service; I requested assistance in restoring it.

This situation has caused me significant stress and disruption, especially as a nursing student who depends on reliable internet access for remote classes. At no point did I agree to have my service disconnected.

After further contact, I was connected with a representative named Adam, who was the only person able to clearly review my account and identify inconsistencies. He explained that a separate account had been created under my name at a different address, and that this was linked to the billing confusion and additional charges. Adam was professional, attentive, and took the time to properly investigate the issue. He also restored my service and placed me on a plan within my budget.

While I am grateful for Adam’s assistance, I remain extremely concerned about the overall handling of my account, the lack of communication, the billing discrepancies, and the unauthorized changes made without my consent. I am requesting a full investigation into this matter, a detailed explanation of all account changes, and a review of the billing and service actions taken on my account.

I am also prepared to escalate this complaint further, including filing a report with the FCC if necessary, as I believe my situation reflects serious service and account management failures.