URGENT: Formal Dispute & Demand for Resolution - Account # [Edited]- Ticket # [Edited]

My name is Daniel [Edited: "Personal Information"], and I have been an Xfinity customer since May 25, 2023. I am writing to formally escalate a failure by Xfinity Mobile to unlock my iPhone 14, which has resulted in a total loss of service since January 7, 2026.

Background of Dispute:

• Account Standing: I have never missed a payment. The iPhone 14 in question was purchased through Xfinity in 2024 and was paid in full earlier this year.

• The Issue: I am attempting to switch carriers, but my device remains locked to the Xfinity network.

• Failed Support: I have contacted technical support numerous times, only to be met with automated loops and transfers to overseas agents who cannot resolve the "technical issue."

• Current Status: I was issued Ticket #[Edited: "Personal Information"], yet I have received no confirmation email and no timeline for a fix.

Impact of Failure: Because I require this device for my professional work, your failure to unlock it is causing me direct financial hardship. Under the CTIA Consumer Code for Wireless Service, Xfinity is obligated to unlock devices for customers in good standing once the financial terms are met. Your continued delay is a violation of this industry standard.

Formal Demand for Resolution:

I would prefer to resolve this matter directly with Xfinity rather than through external agencies. I am requesting the following be completed by Sunday, January 11th:

1. Immediate Manual Unlock: Provide confirmation that the eSIM/Network lock has been removed from your system so I may port my service.

2. Compensatory Credit of $250.00: This amount covers the pro-rated refund for service downtime, compensation for the significant work hours lost while troubleshooting, and an administrative adjustment for the "run-around" experienced with your support teams.

Should this not be resolved by the date provided, I will proceed with filing formal complaints with the Federal Communications Commission (FCC) and the Better Business Bureau (BBB) to seek a third-party resolution.

I look forward to your prompt response and a swift resolution to this matter.