Incompetent Employees

Dear Xfinity Customer Support,

I am writing to formally log a complaint regarding the extremely poor service and conflicting information I have received over the past week regarding a modem upgrade.

Due to constant streaming interruptions, I recently upgraded my internet speed, which requires a new modem. Last week, an agent promised to send me an upgraded modem free of charge, stating it would arrive in 2 to 5 business days.

When the modem did not arrive, I called on Tuesday to express my disappointment. I spoke with agent BP-ASURA723, who apologized, credited my account for the error, and promised to overnight the modem so it would arrive on Wednesday.

The modem did not arrive. I called again today and spoke with agent EP-JSAROJ000, who informed me that the previous agent had lied about overnighting the device and that I would now have to wait another five business days.

It is incredibly frustrating to receive inconsistent and false information from your representatives. Furthermore, this experience has made me reconsider my plans to switch to Xfinity Mobile, as I can no longer trust the promises made by your company.

I request that this issue be escalated. I am going to drive 4.7 miles to pick up a modem. I have to go out of my way to pick up an equipment that could have been shipped and done with.