Urgent Complaint About Customer Service & Billing Issues

To Whom It May Concern,

I am extremely frustrated with the ongoing issues I have been experiencing with Xfinity’s customer service and billing. It has become nearly impossible to get in touch with a live representative who can actually help resolve my problems. The AI chat system continuously bypasses my concerns and redirects me instead of allowing me to speak with a real person. When I finally do get through to a live agent, I am either put on hold for an unreasonable amount of time, transferred endlessly between departments, or disconnected altogether.

Most recently, I was on hold for 16 minutes, and when my call was finally answered, the representative remained silent for over 2.5 minutes before acknowledging me. After stating they would schedule an appointment, I was placed on hold for another four minutes, only to be hung up on. This is unacceptable.

In addition to these communication issues, I have been experiencing major billing problems ever since my service was disconnected and reconnected. I now have a $600+ bill that I do not understand, and every attempt to get a clear explanation has only resulted in more confusion. No one has properly addressed this, and instead, I am constantly being transferred with no resolution.

On top of that, I have three Xumo boxes that have not been working since mid-March, and despite paying for service, I have been unable to use them. This is beyond frustrating, and I expect immediate action to be taken.

At this point, I need the following issues addressed immediately:

1. A live representative to contact me directly to resolve my billing issue.

2. An explanation for why my bill is so high and an adjustment if necessary.

3. A fix for my Xumo boxes, since I have been paying for a service I have not been able to use.

4. An improvement in customer service accessibility—because it should not be this difficult to speak with someone.

This entire situation has caused me stress and anxiety, and I expect Xfinity to take responsibility for the poor service I have received. Please escalate this matter and respond promptly with a resolution.

Sincerely,

unsatisfied customer