My Account Does a 'Bait and Switch' When Trading In Samsung S21 Ultra for S25 Ultra. Seeking a Manager to Honor Lower Price.

Friday, January 31, 2025

To make a long story short, when logged into my family's Xfinity.com account and attempting to trade in my Samsung Galaxy S21 Ultra 256gb Smartphone for the S25 Ultra 512gb, the website says I will pay $17.50 @ month for 24 months to purchase the S25 Ultra.   GOOD DEAL.

But when I go to the shopping cart to complete the order, the monthly installment price jumps to $27.91 for 24 months.  NOT GOOD.

I printed the relevant pages and drove over to a Comcast-owned Xfinity store in Arlington Heights, IL.  They couldn't understand why the software would do a bait-and-switch on me like that.  So the tech specialist at that store told me to go home and call Xfinity Mobile at (888) 936-4968.  They escalated to Zach, who promised to call me back, but didn't.  

So I went back to the Xfinity store to see if they could do an in-house escalation or something.  This time the associate (Anahi) gave me a number to corporate HQ.  I called (216) 286-4968 and that number told me to enter an extension or a person's name.  I then returned to the store, and was told to call Xfinity Mobile again (888) 936-4968.

I went home, called Xfinity Mobile, who put me with an escalation manager who told me there's no way my Xfinity account would tell me that I could upgrade for $17.50.  The price is $27.91.  I asked her to simply honor the $17.50 @ month, because I'm "supposedly" a valued Diamond Comcast family with Wifi/HomePhone/Internet/Mobile/Television..   Instead, ALMA accused me of lying and offered me some kind of stupid watch.  I offered to e-mail or fax these S21 to S25 upgrade screenshots from Xfinity.com to Alma, but she didn't want to see "what couldn't possibly be true".   

Immediately after our 50 minutes of accomplishing nothing, I found out my S21phone was dead, due to Alma wiping my e-SIM card, out of spite.  I went online, learned how to restore the e-SIM, and then proceeded to SOCIAL MEDIA looking for someone with the authority to help....WHICH IS WHERE WE ARE NOW.   This is my first stop. 

Next will be other Social Media sites, and then the newly re-funded Government Consumer Protection agency.  (I'm a retired disabled veteran with lots of time and determination.  The above really  is the "short version".  This saga has been ongoing with more phone calls and Xfinity store visits, dating back to January 23rd.)  Wish me luck! 

-Allen in suburban Chicago

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