Denied Service Transfer Despite Extension & Longtime Loyalty

I have been an Xfinity customer for many years, and through it all I have always managed to find a way to keep up with my payments, even when it has been difficult. I just made a payment last week and even scheduled an extension for the 17th to cover what is left. Despite this, when I reached out to move my service to a new address, I was told it could not be done because of the outstanding balance.

This situation is especially hard because I recently lost my mother and had to cover funeral expenses out of pocket. On top of that, I now have to move with very limited funds. In the middle of such a painful time, I am still doing my best to keep up with my bill and remain an active customer. All I was asking for was the ability to transfer my service, not to avoid paying what I owe.

The response I received from Xfinity was extremely discouraging. Instead of compassion or understanding for a loyal, paying customer who is going through a major hardship, I was told bluntly that nothing could be done until the balance is fully paid. It felt cold, dismissive, and lacking in basic care.

Over the years, I have dealt with constant price increases and overcharges but still found a way to keep Xfinity services active because I value having TV and internet in my home. To now be told I cannot transfer my service—even with a payment plan in place and proof of ongoing payments—makes me feel like my loyalty and sacrifices mean nothing.

I am sharing this here because I believe Xfinity should re-examine how it treats long-standing customers, especially those facing life challenges. Policies may be important, but compassion and flexibility for loyal customers should matter too.