Beyond Disappointed

After my old iPhone X started having some issues, I went to Xfinity to inquire about the new iPhone. The sales representative was very friendly and quickly started selling me the latest iPhone 16. I'm the kind of person who needs to see things on paper so I asked if I could write it down as he was explaining the deal. Instead, he walked me to the iPhone 16 and said, "The total price of the iPhone 16 is $739.99. However, we have a promotion right now where you can get a $400 discount on the new phone. So you'd end up paying $430 instead. Not bad, right?" That sounded too good to be true. I asked several times if I had understood that correctly, and he said yes. So I went ahead and bought it. He told me the $400 credit would only be visible after a couple of months, so the next couple of bills would be around $34, but after that, the monthly payment would go down to $17/month. I agreed. 

Time went by, and my first bill was $34, then $38, and my most recent bill was $48.76. This is way different from what I thought I would be paying per month. When would the $400 discount finally start showing up on my bill?

I couldn't understand, so I went to the physical office and asked their sales reps. I also chatted with their "chat agents" many, MANY, times. Every time I went to the office, somebody new would see me so I had to explain the whole situation every single time.  Everyone, from in-person representatives to chat agents, gave me different answers at different times. Every time I thought my issue was finally resolved, my bill would increase again within a couple of weeks. 

Today, I had what is going to be my last interaction with Xfinity. I found the link that explains the promotion, here it is: https://www.xfinity.com/learn/deals/mobile/apple#Pricing&otherinfo 

This is the information provided about the deal: 

"Offer ends 6/30/25. Requires purchase of a new eligible Apple, Samsung, Google, or Motorola phone while supplies last, a 24-month Xfinity Mobile Device Payment Plan Agreement (“Device Agreement”), and 1) activation of new Xfinity Mobile Premium Unlimited line and transfer of phone number from another carrier within 30 days of phone purchase date or 2) device upgrade on an existing Xfinity Mobile Premium Unlimited line and activation of phone on that line within 15 days of order. $400 via bill credits applied monthly to your account over Device Agreement period so long as Device Agreement is in effect. If line is canceled, voluntarily or involuntarily or phone payments are accelerated, balance of credits associated with Device Agreement are forfeited. Out of stock phones are not eligible. Offer not valid with prior purchases, returns or exchanges. May not be combined with some offers."

This is what the chat agent responded when I shared the link: 

"I have checked for the order details that was placed at 4:47PM EDT on Apr 4 2025 for latest Apple iPhone 16, 128 GB Ultramarine and I would like to share that the $400.00 off promotion that you are referring to applies only when you transfer a number from different provider and get a new device with us. As your mobile line number xxx-xxx-xxxx was previously active with your XR device and later you just replaced the device over the same number that was active with Xfinity this is why you are not eligible for $400.00 off discounts."

This was the first time I heard this. After interacting with many MANY Xfinity reps, nobody mentioned this once until TODAY.

I never write reviews, especially bad ones, but I felt the need to share this because I am beyond disappointed. Truly. I feel like I've been scammed and lied to multiple times. The Xfinity app is messy and difficult to navigate, the representatives don't have consistent answers, and at this point, it just feels like Xfinity can charge whatever they want, and they'll always come up with a new excuse for it. This whole experience has been so so so frustrating, and I'm exhausted. I regret buying a new phone from them. Never again.