Scammed by an agent

I was having problems with my wifi in May. I hopped onto the Xfinity chat; the agents are always very kind and helpful. This particular agent kept pushing deals onto me, including upgraded internet speeds at no additional cost and a free phone. I have yet to approve the upgraded internet speeds on my account, as I noticed a higher balance for my bill. However, I’m not sure if the higher balance is coming from the upgraded internet speed. I informed the agent that I would appreciate the upgraded speed but that I did not need a new phone right now- I’m currently in contract with another phone company. The agent kept pushing the deal on me. She told me it would be completely free until I was ready to activate it for service; even the $15.50 delivery fee was to be waived. I finally agreed, thinking that I could just use this free phone with Xfinity once my other contract ended. 

I was charged the $15.50 delivery fee, but didn’t think twice about it as I thought the charge would soon disappear from my statement and I would get the money back into my account, since the agent told me it would be waived. 

Now, it’s June. I’ve had the phone for one month. Xfinity has started to charge me for the phone. It’s not connected to service, so according to what the agent said, I shouldn’t be being charged. 

I contacted customer service through the 1-800 number. I was passed through four different departments, each agent informing me essentially that I’m unable to return the phone because 14 days has passed. 

I didn’t know that I would be charged for this phone. In fact, the agent told me I wouldn’t be charged at all. So how was I supposed to make the return within 14 days?

I’ve called customer service more times than I can count. I get the same answer every time; until two days ago. I spoke with a woman named Liz. She seemed genuinely frustrated by my situation, and wanted to get it figured out. She informed her supervisor, then told me that her supervisor would be emailing me either that night or yesterday morning. 
What prompted me to come and write this post is that I still don’t have anything in my email account. Liz confirmed that they have the correct email account on file for me, so there shouldn’t be any issue with that. 

I need this figured out. I need Xfinity to take accountability. Their agent lied to me and scammed me. I have pictures, I have all the proof I need to do something bigger and get the attention and help I’ve been trying to get for far too long.

I expect to be reimbursed for all of my charges, whether they want to take the phone back or not, simply due to the fact that their own agent lied to a loyal customer. She told me the phone would be completely free, not even a delivery fee- so how was I supposed to know that I would be charged and that the phone would ultimately need to be returned within 14 days?

I’ve driven all over town to try to fix this. I even spoke with a lady, whose name I unfortunately don’t remember, through the customer service line, who informed me that all I needed to do was send the phone back to Xfinity through UPS or FedEx. The lady said that once they received the phone, my charges would be reimbursed. She said they couldn’t start the shipping process or make a return label for me due to the fact that it has been past the 14 days for returns. It felt strange to just walk into the store and say, “Here’s this phone. I need it sent to Xfinity”, but I tried anyway. I took the phone to UPS, they told me that they don’t have a contract with Xfinity Mobile so they couldn’t send it back. The employee at UPS suggested that I take the phone to the Xfinity store, so that’s what I did. I figured depending on what the store associates told me, the FedEx store would be my next stop since it’s a bit further out. I explained the situation to the first store associate. He told me that I should go to another location and speak with ‘higher employees’ for this issue. He also seemed shocked and upset about the fact that I was lied to. I took this associates advice, and went to the Xfinity location he recommended. I sat down with another associate and explained the situation to him. He seemed shocked as well, and told me that he would ask his supervisor about the next steps. I felt like I was finally going to get the answer I deserved. The associate returned, and he told me that there’s nothing they can do since it’s past the 14 days for returns. He then told me that I could either make the payment for the phone in full, or continue to have “pocket change” coming out of my account for the next however many months until the phone is completely paid off. This was offensive, as I’m currently out of a job and the charges I am wrongfully receiving are not “pocket change” to me. 

Xfinity. Do better. I was scammed by an agent. Take accountability. Your 14 day return policy shouldn’t even apply to this situation since I didn’t start getting charged for the phone until a month later. 

I hope to have a resolution soon. I will not continue to pay for this phone, whether or not you want to take the return. I should be reimbursed and then some for all this trouble, after I was blatantly lied to and disrespected by multiple employees.