BYOD program is a complete scam

I bought a used Samsung Galaxy S25 on ebay after confirming with the seller that it was compatible with your network. When I received the phone, I checked the IMEI on your website myself, and it also said it was compatible. When the eSIM transfer failed, I called support. The rep told me the phone was incompatible, even though I proved it was compatible by re-entering the IMEI on your site during the call. The website's status even changed from compatible to "locked but compatible." The representative offered no help and told me to buy a new phone.

I then learned from the seller that Xfinity was the original carrier for this very phone. I went to a store to get a physical SIM card, but the store rep said her system wouldn't even let her activate it, claiming the phone was "locked."

This is unacceptable. Your website says one thing, and your customer service and store reps say another. You are essentially telling me I can't activate a phone that your own network previously sold and activated. This is a clear failure of your BYOD program and customer support system. I need a real solution and a clear explanation for why a phone confirmed as compatible on your site and previously sold by you is now impossible to activate.

I will be canceling my service if this issue is not resolved immediately.