Ongoing Device Exchange Issue – Multiple Escalations Without Resolution

I am writing to formally express my deep concern regarding the handling of my recent device upgrade and exchange attempt through Xfinity Mobile.

On Friday, February 6, 2026, I upgraded my iPhone SE to the iPhone 17 Pro. On Saturday morning, I returned to the Greenwood, Indiana Xfinity store to exchange the device for the iPhone 17 Pro Max. The representative on duty was dismissive and unable to clearly explain why the exchange could not be processed. I was instructed to contact customer support or return within seven business days.

I contacted customer support immediately thereafter and spoke with three representatives. Each interaction resulted in a credit inquiry; however, none fully addressed my concern. One representative nearly opened an additional account before advising me to return to the store.

I returned to the Greenwood location shortly before closing and encountered the same representative. He stated that customer service “does not know what is on their screens,” declined to review my account, and indicated that he did not have time due to the store closing. I left feeling unheard and dismissed.

On Monday, February 9, I returned and spoke with a different representative who was professional, attentive, and transparent. She explained that because my original device was part of a trade-in, the system required verification before further changes could be processed. Although I was not pleased with the restriction, I appreciated finally receiving a clear explanation.

On Wednesday, February 11, I returned again. The same representative attempted to complete the exchange; however, the system indicated I would need to pay full retail price for the Pro Max rather than process an exchange. She and the store manager were unable to provide a resolution and directed me back to customer support.

Since that time, I have contacted customer service four additional times. Two calls were disconnected. During one call, I requested a supervisor and was initially told there was nothing different a supervisor could provide. After waiting 17 minutes, I spoke with a supervisor who stated she could override the system and that I would receive the iPhone 17 Pro Max within seven business days, along with tracking information the following day.

No tracking information was sent.

On Thursday, February 12, I contacted customer support again and was informed that no exchange order had been created. I was told the only option was to pay for the device upfront, which contradicts the prior supervisor’s assurance. I was transferred to another supervisor who stated I would receive a callback shortly. No call was received.

Additionally, two escalation tickets were created:

• Ticket #[Edited: "Personal Information"]

• Ticket #[Edited: "Personal Information"]

Both tickets were closed without resolution or meaningful follow-up communication. This pattern of escalation without corrective action is deeply concerning.

At this stage, my frustration is no longer about the device itself. It is about the repeated inconsistencies, unnecessary credit inquiries, dropped calls, closed tickets without resolution, and the absence of accountability. I have approached this matter patiently and professionally, yet I continue to encounter systemic barriers and contradictory information.

I am respectfully requesting immediate review by someone with the authority to thoroughly assess my account and provide a definitive resolution. I am not seeking preferential treatment — only consistency, transparency, and the exchange terms that were communicated to me.

I will continue to pursue appropriate channels for resolution until this matter is addressed clearly and fairly.

I look forward to prompt and substantive communication from a representative empowered to resolve this issue.

Thank you.