My Experience Buying a New Phone - Activation Issues, Billing Issues, Bait & Switch, No Resolution

04/04/2025 - I went in to ask if I, as a long-standing customer of Xfinity/Comcast, could get a deal on a new phone without adding a line. My wife and I will never have a need for a new line, but my wife needs a new phone. We ended up buying an iPhone 16e - phone was $699 - we got a discount of $400 - added GB upgrade for $100 - $300 / 24 = $16.67. We paid $71 in the store, which included the 1st month of service. We were not told of anything that would change to our existing account. We were not told that her line would be upgraded to Premium Unlimited and incur a monthly charge of $10. We did not receive any paperwork for the purchase. We did not stay to activate the phone because we were told that it would take 1-2 hrs. We started the activation at home. The app/data transfer from her old phone went well, but the phone would not activate. I called Xfinity and was told that sometimes that activation takes 24 hrs.
04/05 - Still no success at activation. I had some troubleshooting ideas and called again to specifically speak to technical support. They asked if my wife's phone had number lock activated. Not sure why they couldn't determine that. I logged into her account and found that it was. I deactivated the number lock and the activation worked. The tech indicated that it wasn't the cause of the issue, but it was the only thing that changed. They gave us a $20 credit for our time (multiple hours) and aggravation. I then had a moment to check our purchase emails and noted that the bill was correct at $71. NOTE: the activation fiasco is why I didn't check the paperwork more closely.
04/26 - I received a text notification of the creation of our 1st bill. I noticed that our monthly charge for the new phone was $29.61. It should have been around $16. I also noticed that our 1st month's payment (part of $71) was also incorrect - $29.61. We went to the Xfinity store and spoke to Brando. He agreed that the amount was wrong. He indicated that it was an input error. He said that it should have been $16.40/month. He told us that the 1st payment was always for the full retail amount of the phone ($699 / 24 = $29.13). That made no sense to me, but considering the activation experience and the need to get the monthly billing correct, I thought it was a small concession. He opened a ticket to fix the issue. I had him show me the ticket to insure it was documented. He indicated that he would contact us when it’s resolved (24-48 hrs). He never mentioned that my wife's line charge would be upgraded to Premium Unlimited with a monthly charge of $10.
04/28 - I received a text from Brando to tell me that the issue was resolved, the 1st bill would still be $29.16, but the new monthly device charge would be $10.98 after taxes and fees. I don't know how he felt that it was resolved because it wasn't the monthly charge that he quoted us - $16.40. He also didn't mention that the subsequent bills would have the Premium Unlimited charge of $10. I responded to his text and informed him that the monthly charges should be $60 for 2 lines and $16.40 for the new phone.
04/30 - I texted Brando to ask for an update. No response.
05/01 - We went to the store again. Spoke to Aaron. May bill needs to be adjusted. $60 + $29.16. Should be $16.40. Subsequent bills need to be adjusted. $70 + $10.98. Should be $60 + $16.40. He opened an urgent ticket and indicated I would be contacted within the hour for resolution. I left the store. No subsequent contact from Xfinity. 
0502 - I called Xfinity Mobile. The rep said that the Premium Unlimited plan was part of the promotion. He said that he wanted to make it right by us by waving the device return period of 14 days so we could return the phone. I told him that didn't make things right. It needs to be $60 + $16.40 to be right. I asked to speak to the supervisor to get our billing adjustment. He said he had no way of making my billing right. I WAS NOT HAPPY. I asked to escalate it further and he indicated that there was nobody above him to escalate to. I asked him for an address so I could write a complaint. No information was provided.  We have three options - return the phone or accept the premium unlimited upgrade, which will still be there after we've paid for the phone or have premium unlimited removed and pay the retail price of $699 (+100 for the GB update). 
I consider this to be an instance of bait and switch. They had multiple chances to inform us of the line upgrade and associated costs and they didn't. It's not good business practice, awful customer service, and overall unacceptable.

It seems every time I interact with Xfinity for a new service or an issue, they fail and give me so many reasons to switch to another provider. I have reasons not to at this point, but when Verizon provides Internet at another location, I'm switching.

Lastly, Xfinity Mobile needs to provide long-standing customers with a discounted new phone promotion WITHOUT THE NEED TO ADD A LINE!!!!!