elder financial abuse at Roxbury Xfinity

Good day,

I am writing on behalf of my father because we are extremely upset and seeking immediate resolution. Before we escalate this matter to the FCC and other regulatory bodies, we wanted to give Xfinity the opportunity to correct what has happened.

My father is a 75‑year‑old multiple‑stroke survivor. He visited an Xfinity store to transfer his existing phone line and consolidate his services. During this visit, an Xfinity agent told him that, due to his good standing, he was considered a “golden customer” and qualified for a promotional Apple iPhone 16. At no point was he told that this phone was not free or that it required a payment plan. Had this been explained clearly, he would have declined, as he has no need for an additional phone.

Five months later, when attempting to unlock the device at the Apple Store, because he was intending to gift the phone to someone (since he had no use for it) is when he discovered that the phone was not a gift and was incurring charges currently. Apple also requires proof of purchase, but the Xfinity documentation lists the customer name as “McDonald ?” instead of his correct name, McDonald Oliver. 

My father was confused and taken advantage of. He believed he was receiving a promotional gift, not entering into a financial agreement. When we attempted to return the phone, Xfinity store agents stated that because more than three months had passed, the device was “non‑returnable” and “non‑refundable.”

This situation is unacceptable. My father was misinformed, improperly documented, and sold a device he neither wanted nor needed. We intend to pursue all available avenues to have this rectified, beginning with a formal complaint to the FCC.

We request that an Xfinity representative contact us immediately to resolve this matter. We are awaiting your response.