Formal Complaint – Xfinity / Comcast Billing & Trade-In Issues

Question

I am filing a formal complaint regarding ongoing billing discrepancies and trade-in promotion issues with Xfinity (Comcast). I signed up for service based on a specific promotional offer that was clearly communicated to me via email. I have documentation of the exact pricing and terms that I agreed to. Since my service began, I have repeatedly been billed amounts that exceed the agreed-upon promotional rate. Despite multiple contacts with Xfinity customer support over the past two months, including escalations to management, the problem has not been corrected. I have been given inconsistent explanations and excuses, while the incorrect charges remain on my account. I have retained copies of the promotional offer email, billing statements, and records of my communications with Xfinity representatives. Despite providing proof of the terms I accepted, Xfinity has not honored the advertised pricing. Trade-In Promotions and Account Errors: I have two legitimate mobile lines: my phone and my husband’s phone. One line is a promotional unlimited line that normally costs $40 per month but is currently free. I participated in a trade-in promotion. My phone had a cracked back (screen intact). Xfinity representatives approved a $600 trade-in value instead of $700 due to the damage. I accepted the promotion in good faith and sent in my device. The agreed monthly payment for the new device was $5.88. I requested that my new device be activated as a number transfer, not as a new line. However, Xfinity incorrectly processed it as a new line with a new device, creating a third phone on my account that does not exist. I am still being billed for this nonexistent line, and Xfinity has refused to explain why it remains on my account. An Xfinity agent confirmed that my device was received and assured me that the $600 trade-in credit would be applied to my account. My husband also upgraded his device under a trade-in promotion. His device payment was supposed to be $5.98 per month after the trade-in credit, but without the credit, his monthly payment incorrectly shows $19.68. Xfinity has refused to explain why his trade-in credit does not appear on his account. After I contacted Xfinity multiple times, the mistakenly added third line was removed from my account. However, after this correction, Xfinity canceled my $600 trade-in promotion and shipped back my traded-in phone. The agent assured me that I would still receive the $600 credit, but as of now, the credit has not been applied. My husband’s trade-in credit is also not reflected, leaving us both with inflated device payments. Throughout these interactions, Xfinity representatives repeatedly told me: However, the trade-in was approved, the device was received, and the condition was disclosed. Any later system rejection or internal error is Xfinity’s responsibility, not mine. 'The promotion can only be applied during the trade-in process.' 'We cannot manually add the trade-in credit.' 'If the trade-in is rejected by the partner, we cannot apply it.' I was also told to visit a store to resolve this issue, but this is a corporate-level account and billing issue, and store employees cannot apply the trade-in credit or correct the billing errors. Requested Resolution: I am requesting that Xfinity: Correct my account to reflect only the two legitimate lines and devices. Remove charges for the extra, nonexistent line. Honor the $600 trade-in promotion for my device and the $500 trade-in promotion for my husband’s device, including applying the proper monthly payments. Apply the correct promotional pricing to both accounts going forward. Provide written confirmation of these corrections and an explanation for why my husband’s trade-in credit was not applied. Supporting Evidence: Emails confirming the approved trade-in promotions Screenshots of chat transcripts with Xfinity representatives Billing statements showing 3 lines and overcharges Dates of phone calls and approximate times (recordings may exist) Additional Notes: Xfinity’s repeated refusal to honor promotions already approved by their representatives, combined with billing for a device/line I never requested and cancellation of a trade-in after the device was received, constitutes deceptive billing and misrepresentation. I am requesting regulatory assistance to ensure that Xfinity honors the agreements made in good faith, corrects all billing errors, and provides written confirmation of account corrections. Matters have been escaled to the FCC and BBB.

XfinityFrank · Answer

Good morning,

Billing

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Formal Complaint – Xfinity / Comcast Billing & Trade-In Issues

XfinityFrank

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