To Xfinity Corporate Customer Relations

Formal Complaint: Consumer Disrespect, Script Violation, and Post-Interaction Marketing Abuse by Agent Mona

To Xfinity Corporate Customer Relations,

I am writing to file a formal complaint regarding an egregious breach of customer service protocols, aggressive sales manipulation, and subsequent digital harassment that occurred during a cancellation call this morning, November 6, 2026.

After 11 years of continuous loyalty as an Xfinity customer, my service termination was handled with complete disregard for my explicit instructions, culminating in unauthorized marketing spam delivered to both my personal email address and my mobile phone.

Account Information: you have my account  info this is a public platform I'm not putting my info on here

* Interaction Date/Time: Friday, November 6, 2026 – Morning

* Agent Name: Mona

Details of the Incident:

1. Explicit Notice Ignored: At the absolute beginning of the conversation, I clearly and politely established boundaries. I informed Mona that I had already purchased service from a competing carrier. I explicitly stated, "I do not want you to sell me anything... Go to the end of the screen and do the cancellation."

2. Repeated Script Violations: Despite acknowledging my statement, Mona immediately defaulted to her screen script and attempted to upsell me. I intervened, stopped her, and reiterating my request a second time. She ignored me again and attempted a third sales pitch.

3. Escalation Required for Compliance: I was forced to raise my voice and demand a supervisor before Mona ceased the unauthorized sales pitches and finally processed the termination.

4. Failure to Provide Documentation: Mona refused or failed to send a formal, standard cancellation confirmation receipt via email, providing only a verbal cancellation number over the phone.

5. Post-Call Digital Abuse/Spamming: Immediately upon terminating the call, my phone began alerting continuously. Mona intentionally triggered a barrage of marketing transmissions—falsely flagged as "requested information"—including promotions for iHeartRadio and numerous other third-party services. This unauthorized spam hit both my personal inbox and my text messages simultaneously, forcing me to manually reply "STOP" to block the text intrusion.

Required Action:

Using a customer's account credentials to intentionally trigger marketing spam as retaliation for account cancellation is a severe violation of consumer trust and corporate privacy policies. I demand that this interaction log and phone recording be immediately pulled and reviewed by management. I require formal confirmation that my account has been completely closed, that all final billing balances are resolved, and that my data is permanently purged from all Xfinity marketing, promotional, and partner distribution lists.

I expect a direct response to this matter detailing the corrective actions taken regarding this agent's behavior.

Sincerely,

Rita S.