Ongoing Account Setup Errors and Unacceptable Customer Service Experience

To whom it may concern,

I am writing to formally file a complaint regarding the unacceptable experience I have had with Xfinity over the past several days while trying to set up internet service at my new residence.

When I moved into my new apartment, I was informed that the building has an agreement with Xfinity, which would allow for internet service setup. I contacted Xfinity by phone to open an account. However, the representative incorrectly opened the account under a Florida address, despite the fact that I clearly stated I live in Alexandria, Virginia, and that my building is partnered with Xfinity. I have never lived in Florida and have no knowledge of the address associated with the account.

I purchased my own modem to avoid renting equipment, but I was unable to activate it. After troubleshooting with customer service failed, a technician appointment was scheduled. It was at this point—when I received the confirmation email—that I discovered the account was mistakenly set up under a Florida address.

Since then, I have spent hours being transferred from one department to another: chat support, the moving department, customer solutions, the bulk department, security, and even the finance department. Every representative gives me conflicting information or passes me along to someone else. No one takes ownership of the issue, despite the fact that it clearly originated from a mistake made by the original Xfinity representative.

The Security department representative even acknowledged that this was Xfinity’s fault and mentioned I would receive compensation. Other representative at Customer Solutions department attempted to fix the address but said my actual building is classified as non-residential and could only be serviced through the bulk department, which in turn told me that only my building management could initiate the process. With the frustrating situation I was in I started complaining and they complied with continue opening an account but after gathering some information and asking me to stay on the line, they transfered me to finance department without a heads-up, whom had no connection with the issue I was facing with at that moment. Since there was no way to connect with a live agent at Dinance department, I had to hung up the call. Afterwards when I tried to call again, it sent me a link which directed me to chat support again, making me loop around circles without getting a solution.

Meanwhile, I have been billed for services at an address I have never lived at, and I continue to be left without internet access at my actual residence. The constant miscommunication, lack of accountability, and ineffective AI-based support in the chat system have left me incredibly frustrated, anxious, and disappointed.

This experience has been both exhausting and unprofessional. I respectfully request that:

1. The incorrect account be fully closed and any charges reversed;

2. A new account be properly created with the correct address, if possible;

3. An investigation be conducted into how this error occurred and how it can be prevented for others in the future;

4. Appropriate compensation be offered for the time, effort, and stress this situation has caused.

I expect a prompt and thorough response.

Sincerely,

Zeynep