URGENT Formal Complaint Regarding Misrepresented Apple Watch Promotion

To Whom It May Concern,

My name is Ramona, and I am writing to formally dispute the handling of an Apple Watch promotion offered to me at the Xfinity store in store by a sales representative named Yousef.

I was explicitly told by Yousef that I could obtain the new Apple Watch by paying $10 per month for only three months of service, after which the service would be canceled and the watch would be free. I have this offer in writing, documented by the sales representative, and can provide a picture as evidence.

I agreed to the promotion based on these specific terms. However, when I called to activate the watch, I was given conflicting information. Initially, I was told that both the watch and 10 months of service would be free. This was then changed to the watch being free but requiring me to pay $10 per month for service for 36 months. I spent approximately two hours on the phone trying to resolve this issue, including an hour before speaking with a supervisor, who ultimately instructed me to return to the store.

When I returned to the Hillsborough location, Yousef again confirmed the original promotion in front of a trainee named Mohamed. He reiterated that I was responsible for paying only $10 per month for three months of service. The assistant manager, Josh, was then brought into the discussion and claimed there had been a misunderstanding. I showed him the written documentation provided by Yousef, yet the only resolution offered was to return the watch and pay a $50 restocking fee. The store manager, Trey, was contacted and also insisted that I would have to pay this fee.

I find this resolution unacceptable. I relied on the information provided by your sales representative, both verbally and in writing, when agreeing to this promotion. I made it clear that I had no intention of paying for additional service beyond the three months I was promised. My son was also present as a witness when the promotion was explained to me.

Had I been informed that I would be responsible for 36 months of service charges, I would never have agreed to this offer. I could have purchased the watch directly from Apple under terms that better suited my needs.

I should not be penalized financially for a promotion that was misrepresented to me by your own employee. I have already spent considerable time trying to resolve this matter, only to be told that I must either accept terms I never agreed to or pay $50 to return a product I purchased based on incorrect information.

I am requesting that Xfinity honor the promotion as it was represented to me in writing with no additional financial obligation. I also request written confirmation that I will not be charged for any service beyond the terms I originally agreed to.

I expect this matter to be reviewed by the appropriate management team and resolved fairly. I have written documentation of the offer and a witness who can confirm the circumstances under which it was made.

Thank you for your attention to this matter. I look forward to a prompt response and a fair resolution.

Sincerely,
Ramona