Formal complaint

I am writing to formally document and express my extreme dissatisfaction with the ongoing issues I have experienced with Xfinity services over the past several months. What should have been a routine service transfer has turned into a prolonged, disruptive, and financially burdensome ordeal that has significantly affected my daily life.

This situation began in early November 2025, when I moved residences and contacted Xfinity to transfer my services to my new address. During this process, I was advised by an Xfinity representative that my mobile phone line would need to be temporarily disconnected in order for my address to be switched and for me to qualify for a discount on my mobile services. I was explicitly told this disconnection would be temporary.

However, this “temporary” disconnection lasted for several days. During this time, I was completely without access to my phone number, which caused severe and unexpected consequences. Because my phone number is tied to two-factor authentication, I was locked out of my email account, my bank account, and numerous essential applications. I was unable to access my own funds, pay bills, or manage basic financial responsibilities. As a result, I was forced to rely on family members for financial support, creating unnecessary debt and stress that could have been entirely avoided.

After approximately one week, my phone number was finally retrieved. I was under the impression that this nightmare had ended. Unfortunately, that was not the case.

On December 16, 2025, my phone was damaged beyond reasonable repair. To avoid expensive repair costs, I purchased an unlocked iPhone from a local phone store with the intention of activating it using my existing phone number. I visited the Xfinity store located at Willowbrook Mall in Houston, Texas, expecting a straightforward solution.

Instead, I was swiftly informed by store staff that transferring my existing number to the unlocked device would be “impossible.” I was then directed to an in-store video chat with a customer service representative, who was also unable to assist me. At no point was a clear or reasonable explanation provided as to why this could not be done.

As a result, I was told the only way for me to have functioning mobile service was to add an entirely new mobile line to my account—something I felt was completely unnecessary and unreasonable. I complied only because I needed a working phone. I now have two active mobile lines on my account, yet I still do not have access to my original phone number, the number I have had for years and which is tied to my email, bank accounts, and personal and professional communications.

The loss of this phone number has caused ongoing disruptions to my life. Simple tasks such as accessing my email or banking information have become time-consuming and stressful. The inconvenience and emotional toll of this situation cannot be overstated.

Additionally, my billing experience with Xfinity has been equally frustrating. My home WiFi and security bill is excessively high, and when reviewing the itemized breakdown, the charges are unclear and do not appear sensible or justified. Furthermore, when I arrange payment plans, Xfinity has repeatedly attempted to withdraw funds from my account on random dates that do not align with the agreed-upon arrangement, creating further financial instability.

In summary, my experience with Xfinity has been an overpriced, chaotic, and exhausting ordeal. The cumulative impact of losing access to my phone number, being locked out of critical accounts, incurring personal debt, and dealing with erratic billing practices has been overwhelming.

I am formally requesting the following:

1. Immediate assistance in recovering my original phone number.

2. A full review and correction of my billing, including removal of unnecessary charges and clarification of services.

3. Meaningful compensation for the months-long inconvenience, financial disruption, and stress caused by these ongoing service failures.

I expect this matter to be taken seriously and resolved promptly. I have been more than patient throughout this process, and I am seeking accountability and a fair resolution.