Visitor

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3 Messages

Tuesday, January 6th, 2026 5:12 AM

Lying sales reps

I purchased a phone from Xfinity to replace my old phone. I was looking for the best deal as times are tough right now. To my surprise the sales rep told me I could get a new iPhone 17 for a small fee with no monthly bill because I was due for an upgrade. Here we are a month later and a monthly fee shows up on my bill. We called customer service and were told we are being charged $1200 for the phone. We got nowhere with customer service so I filed a BBB complaint and someone from Xfinity reached out to me. I explained that the sales rep had very clearly stated several times that there would be no monthly fee for the new phone. The representative from Xfinity told me it doesn’t matter what the sales rep told me. She said I would either have to pay the monthly fee or send the phone back to have it graded so I could possibly get a refund. This is absolutely ridiculous that I should have to be put out due to a mistake made by the company. I can’t imagine that it’s legal to lie to customers to get them to sign a contract just to flip the script after the fact.

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Official Employee

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2.9K Messages

2 days ago

 

Thanks for posting on our community forums, user_zwujrc. I’m so sorry to hear about your experience. That sounds incredibly frustrating, especially after being told one thing and then seeing something completely different on your bill. I understand how upsetting it must feel to think you were getting a great deal only to find unexpected charges later. That’s not the experience we want for our customers.

 

I appreciate you sharing the details, and I can see why you’d feel misled. While I can’t change what happened on that call, I do want to make sure you have clear options moving forward. If you’d like, I can review the account and connect you with our corporate team for further assistance, or explain the next steps for returning the device if that’s the route you choose. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" 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 that 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

 

 

Visitor

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3 Messages

I sent that info just now

Visitor

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3 Messages

@XfinityDilary​ I sent the direct message but it just told me to call the customer service number 

Official Employee

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463 Messages

Hello @user_zwujrc, allow me to provide you with some clarification. The team that handled your complaint would be our executive resolution team, decisions made by that team are final. Our team in particular is very limited in tools to resolve many mobile concerns, and at times it can be much more efficient to reach out directly to our Xfinity mobile teams. We would recommend following up with the caseworker that you spoke with in regard to your complaint if you would like to move forward with the refund option as you would be outside the normal 14-day window for device returns. I understand that this is not what you were hoping to hear, but I wanted to set the proper expectation. Can we provide you with support in any other way? 

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