Is this normal and acceptable? Why is customer service so terrible? Does Xfinity train their employees this way?

1. Uncorrected Inactive Equipment Charge: Xfinity failed to remove and continued to charge for Inactive Voice Modem equipment for $\mathbf{11}$ consecutive months (Jan 2025 – Nov 2025 service periods).

2. Redundant Service Overcharge: Xfinity charged $\mathbf{\$25.00}$ per month for xFi Complete for 12 months (Jan 2025 – Dec 2025 service periods), despite this service being redundant on the Gigabit X2 plan.

3. Dual Streaming Charge: Xfinity charged twice for the same Netflix subscription for $\mathbf{12}$ months (once via StreamSaver and once separately).

4. Failure to Honor Promised Credit: A supervisor promised a $\mathbf{\$130.00}$ credit to resolve the billing error, but this adjustment was never applied to the account balance.

5. Withholding Refund: Xfinity is currently retaining $\mathbf{\$725.00}$ in proven, uncredited refunds for billing errors.

II. Systemic Service Obstruction & Process Failures

6. Obstruction of Complaint Filing: Agent Gunvant actively obstructed the resolution process by denying the right to file a formal complaint via chat and forcing the customer onto a general support line.

7. Failure of Dedicated Callback: The final promised callback from a dedicated team, scheduled by Agent Gunvant, failed to materialize.

8. Failed Escalation Tickets: The internal system failed to process a resolution across two separate tickets (ECM0018136409 and ECM0018146836), confirming a breakdown in the internal escalation process.

9. Abandonment of Service: A supervisor/manager (Divyani) abandoned the chat during a critical escalation step, forcing the customer to prompt her for communication.

10. Systemic Disconnection: The customer experienced multiple chat disconnections, necessitating re-explanation of the complex, 11-month history to new representatives.

III. Agent Misconduct and Misrepresentation

11. Blame-Shifting: Agents engaged in misconduct by telling the customer the error was their fault for not checking "page 3 of the bill".

12. Misrepresentation of Policy: Agents cited a "limited credit limit" and "system limitation" as reasons to deny the full refund, thereby misrepresenting Xfinity's duty to correct its own errors.

13. Breach of Contractual Authority: Agents failed to provide resolutions within their stated roles, confirming they lacked the authority needed to resolve complex, long-standing billing issues.

11. Agent Vikas Reviewed chat history and gave limited credit excuse.     Blame-Shifting: Told the customer the error was their fault for not checking "page 3 of the bill".

Agent VijayBriefly joined the chat.Immediate Abandonment: Left/disconnected from the chat shortly after joining during a critical escalation.

Supervisor Divyani    Supervisor who handled the escalation.Breach of Trust & Abandonment: Promised a $\mathbf{\$130.00}$ credit but failed to process the adjustment. She also abandoned the chat during a critical point of transfer.

Agent Gunvant    Final agent on Dec 1, 2025.Obstruction: Denied the right to file a formal complaint via chat and failed to deliver a promised callback. He confirmed the credit failure but applied only a minimal $\$25.00$ credit.

Tickets/System    Internal escalation mechanism.System Failure: The entire process stalled, resulting in two failed tickets (ECM0018136409 and ECM0018146836).

I require an immediate, formal internal review of all chat transcripts and associated escalation attempts on my account (8498...0904927) from October 2024 through today (December 1, 2025).

This review is essential to address the documented misconduct and process failures that occurred during my attempts to resolve long-term billing errors.

Request for Actionable Review:

1. Agent Misconduct Review: Please conduct a review of logs proving that agents (especially Vikas and Divyani) told me the error was my fault for not checking "page 3 of the bill" and refused to credit the full amount due to self-imposed "system limitations".

2. Obstruction of Complaint: It seems that support staff are actively prevented from allowing a customer to file a formal complaint.

3. Service Failure: Review logs confirming supervisor Divyani's abandonment of the chat and the pattern of chat disconnections.

Final Resolution Request:

I request that an Executive Representative review these logs