Urgent Complaint: Misleading Promises, Financial Damage

Dear Xfinity,

I’m reaching out with deep frustration, anger, and disappointment. What began as a conversation to lower my bill has turned into a nightmare that has financially impacted my family and left us with unresolved service issues — all due to misinformation and broken promises from your team.

On April 13, Xfinity contacted me to discuss reducing my bill. During the chat, a representative offered to switch my mobile service from Verizon to Xfinity Mobile. I explained — clearly and multiple times — that I still owed money on tree iPhones. The agent asked for the balance and after I provided the information, I was repeatedly promised that Xfinity would cover the full remaining balances if I switched that day. I confirmed several times, asking, “Will the entire balance of all four phones be paid?” Each time, I was told yes — not to worry, that it would be taken care of.

Trusting your representative’s repeated assurances, I switched. But shortly afterward, I was shocked to see that Verizon charged me $2,332.89 for the remaining device balances — money I was promised would be covered by Xfinity.

That charge hit my bank account directly. Because my Verizon login was deactivated during the port-out, I had no warning. And now, my family is suddenly responsible for a bill we were explicitly told would be paid by Xfinity.

Since the switch, I’ve contacted Xfinity multiple times — through calls and chats — trying to get help. I’ve received excuse after excuse, new stories, and conflicting information. in the third try I was promissed again that in 7 days, Xfinity will send me a card with the full amount to pay the Verizon bill. The card never arrived and in my last call, I was told the reimbursement was denied, with no explanation.

This situation is outrageous. I feel I was deliberately misled by your representative, and now I’m stuck with a huge, unexpected financial burden and deteriorated internet service. I’ve been a loyal Verizon customer for over 9 years, and I’ve never felt so deceived or mistreated.

I am demanding immediate action from your team to fully reimbursement or credit for the $2,332.89 Verizon charge that I was promised would be covered. (you have all the details and the bill in the email I sent on April 29th.)

If this matter is not resolved quickly and professionally, I will file formal complaints with the FCC, BBB, and the California Attorney General’s Office. I am attaching all supporting documentation, including billing records and prior communications.

This isn’t just poor customer service — it’s unethical. Your company made promises. Now it’s time to honor them.