Customer service team providing inaccurate information about xfinity mobile plans

We are a loyal customer with Xfinity for past 12 years. We are also having xfinity mobile lines for past 3 years now. Recently we upgraded the device of one of the mobile lines to latest iPhone 16 pro by xfinity customer representative by providing me a false information and tricking me into ordering the new device. I was told that there is Bogo line offer which will make one of the mobile line on my account free. Thus I would only have to pay for new device payment + data plan of an unlimited line for one of the mobile. They even told us the exact amount that I will need to pay after first month. Based on that discussion, I was comfortable to move ahead with device upgrade request. (This story continued until I activated the new device) and then came the twist in the story. I got a voice mail from xfinity that I need to call back asap to enable some credit and when I called back I was told that there is no such Bogo offer available or applicable to me and I will have to continue to pay money for both the lines + new device payment. We really feel betrayed and highly disappointed with this whole situation. How can I escalate this? I had multiple calls with customer representative so all these conversations must be recorded. I really hoping someone from xfinity would assess the situation and get back to us.

Responses

XfinityAmandaB

Official Employee

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2.2K Messages

3 months ago

user_8658bb Thank you so much for reaching out for help with this free mobile line promotion. This is not the experience we want any customers to have and would appreciate the chance to see what we can do to help. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

user_8658bb

3 Messages

@XfinityAmandaB Thank you so much for responding. I have shared the details in the direct message

3 months ago

user_8658bb

3 Messages

I am writing to express my deep frustration and disappointment regarding an unresolved issue with my recent device trade-in and the mishandling of the promised credit by Xfinity.

Several months ago, I traded in my iPhone 12 with the understanding—confirmed multiple times by your customer service team via phone and chat—that I would receive a $250 credit applied toward my new device. Despite repeated reassurances, I am still being charged the full monthly payment for the new device, and no such credit has been applied.

To make matters worse, I was eventually informed—without explanation—that I would only be receiving a credit of $83. This amount is completely arbitrary, and I was never informed of any change or reason behind this reduced credit. I would never have traded in my iPhone 12 for $83, and I feel completely deceived by this experience.

I have made numerous attempts to get clarity and resolution by contacting your customer support team, both over the phone and via chat. Each time, I have received vague promises and no actual help. I am appalled by the lack of transparency and accountability throughout this process. This is not the experience I expected from Xfinity.

I am requesting the following immediately:

A full investigation into this matter with a detailed explanation of why the agreed $250 credit was not honored.
An immediate adjustment to reflect the originally promised $250 credit on my account.
If this cannot be resolved, I want my original iPhone 12 returned to me.

I have records of my chats with various customer service representatives and am prepared to escalate this issue further.

This has been an incredibly disappointing experience, and unless resolved promptly and fairly, it will heavily influence my future relationship with Xfinity.

Transcripts of the chat and email communication with Xfinity:

Email received from Xfinity:

Thanks for trading in your device

Great news: We received your Apple IPHONE 12 in good condition!

Your $250.0 trade-in credit will be applied over 24 months starting on your next billing statement.

Thank you for being an Xfinity Mobile customer.

Response from Xfinity:

Gotcha. It looks like that email was just received back on the 25th of March. Typically, those credits do not start to flow into your account until the next month of billing. I would be happy to pull up the most recent billing information to check on the status. For me to access this information, I will just need to relay over a fresh code to access the Xfinity Mobile billing profile.

Final response from Xfinity

Hey there, thank you so much for taking the time to reach out to us here. We did receive an update on our end regarding the trade-in. When you signed up for the trade-in credit, you would have needed to maintain unlimited plus, and it was activated to unlimited effectively losing the qualification to keep the monthly credit. There was a credit applied for Trade-in device value: $83.46 now applied and posting on customer's Current cycle: Apr 12 - May 11, 2025.

11 hours ago

user_988w45

Regular Visitor

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11 Messages

3 months ago

This it typical. I've been given the run around on pricing for plans on my service. I have been given a cheaper price on my services I already have but then they turn around and give me a different price. I have about 10 different pricing options now between chat, the forums and phone calls. It's absurd that they can't even match what is on their website. I would upgrade my account if I could online but I can because my Triple Play Package that is not even in contract anymore would be broken so they will not allow me too.