Direct message

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@user_h1cmy4 @user_h1cmy4 

Be advised that sending an unrequested direct message to the support team is a violation of their forum guidelines. It may get ignored.

Please see this post about direct messaging the support team;

https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478    

I am submitting this formal complaint regarding a serious issue involving my recent phone upgrade and the inaccurate information provided by a Xfinity Mobile representative.

I upgraded from an iPhone 17 Pro Max to a new iPhone 18 Pro Max under a trade-in promotion. Prior to completing the transaction, I specifically spoke with a Xfinity Mobile representative and was informed that I could submit an iPhone 16 as the trade-in device instead of the iPhone 17 Pro Max.

Relying on this information, I gave my iPhone 17 Pro Max to another person and retained the iPhone 16 that I was told would satisfy the trade-in requirement.

When I contacted Xfinity Mobile to obtain the shipping label for the iPhone 16, I spent more than two hours being transferred between multiple representatives. After finally reaching a supervisor, I was informed that the information previously provided to me was incorrect and that the iPhone 16 would not qualify for the trade-in. I was further told that if I could not provide the iPhone 17 Pro Max, I would be responsible for the balance of both the iPhone 17 Pro Max and the new iPhone 18 Pro Max and would receive no trade-in credit.

What is most concerning is that Xfinity Mobile has acknowledged that its representative provided incorrect information but has refused to take responsibility for the consequences of that misinformation. I was told the representative would be "reprimanded," but that does absolutely nothing to resolve the financial harm caused to me as a customer.

Had I been given accurate information from the beginning, I would never have given away my iPhone 17 Pro Max. I acted in good faith based on the instructions of your employee. It is unreasonable and unfair for Xfinity Mobile to expect me to bear the financial burden of an error made by its representative.

I am requesting that Xfinity Mobile:

1. Review the call recordings and account notes related to my upgrade transaction.
2. Honor the information that was provided by your representative or provide an equivalent remedy.
3. Escalate this matter to Executive Customer Relations for review.
4. Provide a written response explaining how Xfinity intends to resolve this issue.

As a customer, I should be able to rely on the information provided by your representatives. Holding me financially responsible for a mistake made by your employee is unacceptable.

I hope this matter can be resolved promptly and fairly. If not, I will consider filing complaints with the Better Business Bureau, the Federal Communications Commission, and my state's consumer protection office.

I look forward to your response.

Sincerely,

Brandon Orr