Formal Complaint Regarding Misinterpretation of Promotion

I am writing to formally document and dispute a serious issue regarding my recent switch from Verizon to Xfinity Mobile, which was completed based on information that was later proven to be inaccurate.

Prior to switching, I spoke directly with an Xfinity Mobile customer service representative by phone. During that call, I was explicitly told that:

• I would receive trade-in value for my Verizon devices, and
• The remaining balance owed to Verizon on those devices would be paid off as part of the promotion.

Based solely on these representations, I agreed to switch services, completed the transfer, and sent in my Verizon phones. I subsequently received new devices from Xfinity Mobile.

However, I was charged by Verizon yesterday for my existing balance. When I contacted Xfinity Mobile to clarify, I was informed that the promotion I was promised does not exist. This directly contradicts the information provided to me before I agreed to switch.

I then requested that my original Verizon phones be returned to me so I could cancel Xfinity Mobile service and attempt to reinstate my Verizon account. Xfinity Mobile refused to return my devices and advised me instead to contact Verizon to arrange a payment plan for the balance—despite the fact that I was assured this balance would be covered prior to switching.

Verizon has since informed me that they cannot reinstate my account.

As it stands, I have:

• Lost access to my original Verizon account
• Lost possession of my original devices
• Been charged for a Verizon balance I was promised would be paid
• Been placed in a position where I am responsible for phone services I cannot afford

This situation arose entirely due to inaccurate and misleading information provided by an Xfinity Mobile representative. I relied on those statements in good faith when making this decision.

Given my current financial hardship, including job loss and ongoing mental health struggles, this situation has caused significant distress and financial strain. I am requesting immediate resolution, including one of the following:

• Fulfillment of the originally promised trade-in and Verizon payoff, or
• Return of my original devices so I may cancel service and pursue alternative options.

If this matter cannot be resolved promptly, I will escalate this complaint through formal channels, including consumer protection agencies.

I am requesting written confirmation of receipt of this complaint and a clear outline of next steps.