Contract note

Hi Janelle, Thanks for reaching out. I am in conversation with Abby and I must say that interaction show how insensitive a customer rep can be when it comes to customer issues. She kept me on the phone for 2 hours promising someone from her escalation metric will come and speak to me. She read out the note to me which was there in the contract saying "Since original phone was not available, we will be sending a alternative color phone and add 500 USD device credit". Abby said we see the note but sadly we cannot honour our own promise which is part of contract. Please go and return the device if you are not willing to pay the full price. What is the point of contract if it is not honored. 
I cannot reveal my phone number here - what information do you need from me apart from this?

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.To send a "Direct Message":
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

Hi Janelle, where you want me to use Direct message? This forum or Xfinity account?

You should have an option to send a direct message on the forums. 

Sent you DM as per your request