Formal Complaint: Misrepresentation of Same-Day Delivery

This email constitutes a formal notice of misrepresentation regarding my recent Xfinity Mobile order and a request for immediate resolution.

Despite Xfinity’s system displaying a January 12 delivery date and backorder messaging, the agent explicitly and repeatedly represented that same-day FedEx delivery had been arranged, that special instructions were added, and that delivery was guaranteed “100%.” I questioned these representations multiple times and was instructed to disregard the system information and rely on the agent’s assurances. Based solely on those assurances, I approved the order.

No tracking information was provided, and the promised same-day delivery did not occur. The representations made were materially inaccurate and directly contradicted Xfinity’s own system disclosures. My consent was conditional and would not have been given absent those representations.

As part of this transaction, the agent also created an additional phone line with the representation that it would later be removed. As a result, I now have an unwanted fourth phone line on my account that I did not authorize as a permanent change. This further compounds the issue and requires correction.

In addition to the misrepresentation itself, this situation resulted in a significant and unnecessary waste of my time, requiring follow-up, documentation, and escalation. Time is money. I am now back home, still without a phone, and forced to reconsider whether to proceed with a 36-month device commitment with Xfinity or change providers entirely due to this experience.

I am requesting the following resolution:

1. Immediate penalty-free cancellation of the order

2. Removal of the unauthorized additional phone line

3. Refund of the $25 activation fee

4. Written confirmation that this matter has been documented and reviewed for compliance

I have retained the full chat transcript and am prepared to provide it upon request. Please confirm receipt of this notice and advise regarding resolution. Absent prompt resolution, I will pursue further remedies, including submission of a formal FCC complaint.