Formal Corporate Complaint

Hello everyone, I am looking for guidance with how I can file a formal complaint with corporate against Xfinity customer service, the appointments department, and the damage claims department.

Let me preface this by saying the Xfinity provided modem was plugged into a surge protector in the back of the house with other electronics. The ONLY device connected to the modem via a hardwire was my husbands Xbox X via an ethernet cord that ran through our home. The Xbox X was plugged into a surge protector with other electronics in the front of my home. My husband works in IT so we do have a video of both items NOT WORKING as intended. We already troubleshooted both items by using different outlets with no resolution. The cord used to power the Xbox works with other devices, so it is NOT the cord.

There was a storm in our area on Monday night that knocked our power out for less than 5 seconds. When the power came back on, all electronics also came back on EXCEPT the XFINITY modem and my husbands’ Xbox X. We immediately called Xfinity customer service and had a very hard time reaching a human. Once we spoke with someone, I stated explicitly that the modem was fried, and in turn fried my husbands Xbox and we needed a new one. After telling me they had to troubleshoot and then telling me they saw my device was not online told me they had to send a technician. I asked at that time if they could ensure he brought a modem because I know for a FACT that that is my issue. I was told there would be someone at my home either Tuesday (the next day) from 8-10am or Thursday from 8-9am. They gave me an Xfinity mobile eSim with unlimited hotspot in the mean time (without me asking for any accommodation).

The next day (Tuesday), after there had been no show for the technician, I called again and spoke with a different customer service representative to file the damage claim for the Xbox. During the call, she tried to sell me the Xfinity mobile service (which I understand is a requirement to upsell, but POOR CUSTOMER SERVICE if I am calling about an issue receiving service). I inquired if I could visit an Xfinity store to swap my modem out because I work from home and being without internet for three days is unacceptable when its purely an electronics issue.

At the Xfinity store in Joliet IL, there was a sign up on the door stating they were out of modems and would be receiving a delivery later that day. We were able to go right in and receive a replacement. The Xfinity representative at the store was very helpful and swapped the modem right out without any questions. While at the store, MULTIPLE people came in with XFINITY PROVIDED MODEMS stating THEIRS were also fried. I confirmed with the Xfinity representative that my appointment was still confirmed for the technician to come out as we wanted to have the wires checked before using it again.

Yesterday, (Wednesday) I received a call from a number identified as Xfinity. The call was very suspicious as the other person took a long time to greet me after answering, and then immediately there was silence after asking how I could help them. No one ever introduced themselves as Alliant. I looked up the phone number and there were multiple posts stating it was a scam number. I also received a text message asking me to confirm my appointment for today (Thursday, 8/21). After clicking the link and signing in it rerouted me back to sign in again and I fell into that loop. The appointment was NEVER cancelled and I never received any correspondence stating it had.

Today, there was NO SHOW for the appointment! I WORK FROM HOME! THIS IS CRAZY! I received a call from the “supervisor” of the claims department who asked me 3 questions, then told me it was an electrical issue and not an Xfinity issue. I asked HOW is that so when the Xfinity provided modem was the ONLY ITEM fried and the only other electronic fried was connected to it. I asked why would my case be a “one off” issue of electricity when there were over 10 people who ALSO had a fried modem. Basically there was 0 assistance!

I asked to speak with his supervisor and was told there was no one. Then I asked to file a formal complaint and he said “You can file whatever you want however you want, I can’t stop you,” but did NOT take my complaint or advise how I could. Then I was told the claim would be denied when I said this is unacceptable and it doesn’t make ANY sense when others also had fried devices. When I asked about my appointment that DID NOT SHOW he said “It says it’s cancelled in our system.” I asked WHO cancelled it because I DID NOT nor did I receive any text message regarding that, and he could not say.

THIS IS UNACCEPTABLE! Had I not gone to change the modem out myself I would be ANOTHER day without being able to work or use a service Xfinity is NEVER late charging me for! Please, can someone direct me as to where and how I can file a complaint at the HIGHEST level?