Formal Complaint

I am requesting that this be escalated to Executive Customer Relations as a formal complaint regarding deceptive sales practices and the conduct of an assistant manager at the Xfinity store located at 524 S. Randall Road in South Elgin, Illinois.

In November 2025, my husband and I went into this store specifically to LOWER our monthly bill. We have been Comcast/Xfinity customers for decades.

The employee told us the only ways to lower our bill were to add mobile service or accept a “free” iPad. I repeatedly explained that I did not want or need an iPad because our entire household uses Android devices. He assured us the iPad was completely free, that I only had to pay approximately $65 in taxes one time, and that simply accepting it would LOWER our monthly bill by approximately $24–$25.

I specifically asked multiple times whether there would be any other cost. I was told no. I was even told the iPad could remain unopened in the box.

I recently discovered that we have actually been charged approximately $20 per month for the iPad and another $20 per month for the associated line, and there is still approximately $270 owed on the device.

We never knowingly agreed to these recurring charges. It makes absolutely no sense that we would walk into a store specifically trying to lower our bill and voluntarily add approximately $40 per month for a device we repeatedly said we did not want.

On September 14, 2026, my husband and I returned to the South Elgin store to address this. We initially spoke with employees, including Anthony, and then requested a manager.

Assistant Manager Safiyaan came out and almost immediately became dismissive and hostile. Within less than two minutes of speaking with me, he said he was “not going back and forth” with me, even though I was simply explaining the situation.

He was condescending, refused to provide us with the store manager’s business contact information, told us he did not care when we explained how poorly we felt we were being treated, stated that it was “his store,” threatened to call the police, and ordered us to leave.

As my husband was nearly out the door and I was putting my purse on to leave, Safiyaan looked toward the computer and quietly said, “piece of [Edited: "Profanity"].”

I immediately questioned what he had said.

I am asking Xfinity to PLEASE PRESERVE AND REVIEW any available surveillance video and audio from the South Elgin store from our September 14, 2026 visit. The footage should show the interaction and how we were treated.

I am requesting that Xfinity:

• Investigate the original November 2025 iPad transaction and how it was represented to us.

• Remove the remaining iPad balance.

• Cancel the associated line without penalty.

• Refund or credit the device and line charges we have paid.

• Review the September 14 store footage and investigate Assistant Manager Safiyaan’s conduct.

• Escalate this complaint above the South Elgin store level.

• Provide us with a case number and written response.

We have been loyal customers for decades and are extremely disappointed by both the original sales situation and the way we were treated when we tried to resolve it.

Please escalate this matter to Executive Customer Relations and have someone with the authority to resolve it contact us.