Complaint regarding device

To Whom It May Concern,

I am writing to formally file a complaint regarding my recent device upgrade experience with Xfinity Mobile, which has been extremely frustrating and disappointing.

I initially contacted Xfinity to upgrade my current device from an iPhone 13 Pro Max (256 GB) to an iPhone 17 Pro Max (512 GB). During this call, I clearly stated that I wanted to keep my existing device and was upgrading solely because I needed more storage. At no point did I request a new phone number or an additional line.

After receiving the new device and completing the setup, I noticed that the phone had only 256 GB of storage, not the 512 GB I ordered. When I contacted customer service to report this issue, the representative asked which phone number the device was associated with. This was when I learned that a new phone number had been added to my account without my consent. I never requested or authorized a second line, as I have no need for two phone numbers.

What followed was nearly two weeks of ongoing issues, attempting to remove the unauthorized phone number and correctly associate my original number with the proper device. During this process, a representative reviewed my billing and informed me that my monthly charges were $28 higher than what I had originally been quoted for the 512 GB device.

At that point, I reluctantly agreed to proceed, asking only that my order be corrected and that the proper 512 GB device be sent. The phone was shipped, but I missed the first delivery and had to reschedule. Once I received the device, I left town the following day. Upon returning, I promptly printed the return label and shipped the device back.

It is important to note that I specifically told the representative that I would do my best to ensure the phone was not dropped or damaged. I was assured that this was understood and acceptable.

Despite this, approximately one week after returning the device, I received an email stating that I was being charged $1,300 for alleged device damage. This was extremely concerning, as the device was handled with care and returned as instructed.

I immediately contacted customer service and requested to speak with a supervisor. I was placed on hold for over 20 minutes, only for the call to be disconnected without ever reaching a supervisor.

This entire experience—from receiving the wrong device, the unauthorized addition of a new phone number, billing discrepancies, extended resolution time, and now an unjust damage charge—has been unacceptable. This was my first experience purchasing a device through Xfinity, and it will unfortunately be my last if this matter is not resolved fairly and promptly.

I am requesting:

• A full investigation into the alleged damage charge
• Removal of the $1,300 fee
• A review of the unauthorized line addition and billing discrepancies

I expect a timely response and a reasonable resolution to this matter.