Visitor
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1 Message
Filing a Complaint
Hi Xfinity Team,
I moved to Bay area on November and got the xfinity internet because that was the only internet service available in my apartment. In that process I transferred my mobile carrier from at&t to xfinity. In that process I also transferred my parents mobile carrier from at&t to xfinity.
We went to the El Cerrito Xfinity store for all of this, and during the transfer mentioned some amazing deals like trading our phones and the $400 in iPhone because we were starting a new line. The deals sounded great so I traded in my iphone 13 pro max and got the iphone 17, my mom traded in her samsung s22 and got the samsung s25 and my dad got the iphone 17 with the $400 discount because it was a new line and we had premium unlimited line.
Everything seemed good until I started getting billings. That is when I found out the store had created two different accounts for me. One account only had my wifi and one account had all of my mobile. Due to this the billing for my mobile had $25 additional per line. Once I found this I talked to atleast 10 customer service agents and spent almost every weekend for the last 2 months trying to sort it out. I finally have all my devices and wifi in one account.
However in the process of transferring my accounts I lost the $400 credit applied to the iphone 17. Additionally the Samsung S22 I traded in at the store, which was in a great condition got misplaced by the store and never reached xfinity facility. So I never received the $600 credit I should have received. In this process I have lost my phone as well as $1000.
I had also made payment worth $500 in the second account which is not being tracked for my phones, so a xfinity customer service agents told me to file a dispute.
I was just a new xfinity customer who just wanted the new lines and the phones. I was happy to pay the amount, but my experience has been horrific to say the least. I have spent the last 2 months in stress, spent every weekend calling or visiting the xfinity store just to find out there is nothing you can do and in this process lost almost $1500 along with a phone that was in a great condition.
For the stress and time I have spent, I can’t be compensated. But I would like to get the deals I was promised.
I also want to file a complaint against the store, because they tried gas lighting me when I went there for help, all the people in the store were rude and I know for a fact I am not the only customer who they have [Edited: "Language"].
XfinityPaula
Official Employee
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1.9K Messages
2 days ago
Good morning user_995tg6. I'm so sorry to read of the experience you and your parents have had with moving over to Xfinity. The deals have been amazing, but there's no reason you should have needed to take all the steps you have or to be treated rudely by our store agents.
You found the right team and can help with sorting out the trouble and helping to resolve the missed promotions to make sure they are applied to your account. We can also open an investigation into the missing trade in device.
Can you please send us a direct message with your name and service address? We will need to verify the account and gather the impacted telephone number from there, but we will do everything we can to help out.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" 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
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