Formal Complaint: Misleading Cashback Promotion and Denied Reimbursement

I am filing this formal complaint regarding Xfinity’s recent promotion, which I believe was misleading and caused significant financial loss and stress for my family.

We recently purchased a home and were initially Verizon customers. Xfinity advertised a promotion stating that if we switched to Xfinity and paid off all of our Verizon devices, we would receive a cashback reimbursement in the same amount.

We complied with all of the requirements within the 30-day period. Specifically:

• We closed all of our Verizon device payments, totaling $1,600.
• We spent over 2 hours at an Xfinity store submitting all required documents, statements, and bills.
• We received confirmation that everything was uploaded correctly.

However, two days later, we received an email stating that we would not be reimbursed. After contacting customer support, I was instructed to go to a physical office.

At the office, I spent over 4 hours waiting for assistance. The manager informed me that an additional page from a Verizon bill was missing. I then drove back to Verizon, waited another hour to obtain the page, and returned to Xfinity, where I waited an additional 1.5 hours while the documents were re-submitted.

Despite all of this, the following day I received another denial email stating that we would not receive the reimbursement.

This process has been extremely frustrating, time-consuming, and financially damaging. Xfinity’s handling of this promotion feels deceptive, and I am deeply dissatisfied with the lack of accountability.

I am requesting:

1. A thorough review of my case.
2. Immediate reimbursement of the promised $1,600 cashback.
3. An explanation for why this promotion was denied despite full compliance with all requirements.
4. If this issue is not resolved promptly, I will have no choice but to escalate this complaint to consumer protection agencies and share my negative experience publicly.

For follow-up, you can contact me by email: [Edited: "Personal Information"]