Subject: Urgent Escalation: Repeated Service Interruptions Despite Confirmed Payment Arrangement (Case Review Requested)

Subject: Urgent Escalation: Repeated Service Interruptions Despite Confirmed Payment Arrangement (Case Review Requested)

Dear Xfinity Executive Customer Relations Team,

I am writing to formally escalate a serious issue that has caused me repeated service interruptions, unnecessary stress, and a profound loss of confidence in Xfinity’s customer care. I have been a loyal Xfinity customer for several years, but the events of this past week have been both unacceptable and deeply disheartening.

On October 24, 2025, while I was in the hospital, I contacted Xfinity via the app to speak with a live agent about setting up a payment arrangement for November 6, 2025. During that conversation, I explicitly asked the agent three or four times if this arrangement would ensure that my account would not be suspended. Each time, I was reassured that my service would remain active and uninterrupted. I trusted that information—especially given my circumstances at the time.

However, on October 28, 2025, my services were suddenly disconnected without warning. I called customer support immediately. The first call left me on hold for an extended period and then disconnected—completely unacceptable. On my second attempt, a representative located the chat notes from 10/24/25, confirmed the error, apologized sincerely, and escalated the issue to have my services restored. I was grateful for that professionalism and relief that the situation seemed resolved.

Unfortunately, that relief was short-lived. On October 29, 2025, in the middle of my workday, my internet stopped working yet again. When I checked the Xfinity app, my account had been suspended for a second time, despite the existing payment arrangement and the prior escalation. I called customer support, only to be told—without review of the account notes or transcripts—that “no one could help me” unless I made a payment immediately. When I asked to speak with a supervisor, I was told none were available. After being placed on hold multiple times, I was eventually connected to Mike [Edited: "Personal Information"] (South Africa), who informed me that I was “not eligible” for the very payment arrangement that had already been verified and approved. He then sent me a payment link and ended the discussion.

To make matters worse, when I attempted to call back, my number appeared to be routed directly to the Xfinity Assistant, blocking me from reaching any live representative. At that point, I was completely cut off from help.

This entire experience has been frustrating, exhausting, and emotionally draining. I was transparent about my circumstances from the start and followed every instruction given to me. I relied on Xfinity’s word that my services would not be interrupted, yet I’ve been disconnected twice and treated with indifference each time I’ve sought help. The lack of accountability, empathy, and consistency in handling this matter is unacceptable for any customer—especially one who has remained loyal for years.

I am requesting immediate review and resolution of this issue by a senior representative. Specifically, I ask that:

1. My services be restored immediately under the original payment arrangement confirmed on October 24, 2025.

2. My account notes and history be carefully reviewed to verify the repeated misinformation I received.

3. A formal apology and written confirmation be provided that this arrangement will remain in effect through its agreed-upon date.

4. This issue be documented to ensure no further disruptions to my service before that time.

Once this matter is resolved, I intend to complete my contractual obligations with Xfinity and, regretfully, begin exploring other service providers. I do not take this decision lightly, but the repeated breakdowns in communication and support have left me with little trust in the company’s ability to value or protect its customers.

I hope this message reaches someone who truly understands the seriousness of what has transpired. I am not asking for special treatment—only for honesty, accountability, and respect as a paying customer.

Thank you for your time and attention to this matter. I look forward to hearing back from a member of your Executive Resolutions team as soon as possible.

Sincerely,