Promised $1,200 in Trade-In Credits and Ended Up With a Phone Shipped After Xfinity Said the Order Would Cancel Itself Without Confirmation

An Xfinity Mobile phone representative sold me on upgrading to a Samsung Galaxy Z Fold 8 by promising $1,200 in total trade-in credits, applied monthly, for my Samsung Galaxy S25 Ultra.

After placing the order, the representative admitted they had made a mistake, but the order had been submitted with a one-time trade-in credit instead of the monthly promotional credits discussed. Instead of the promised $1,200, I would receive only a $450 one-time credit, leaving my monthly bill substantially higher than quoted.

The representative told me they could not cancel the order because it had already been placed. However, they assured me that if I did not complete the confirmation sent by email, the order would automatically cancel within two days.

They then continued encouraging me to instead still confirm a separate Galaxy Watch and tablet package they had also sold me. Given the pricing mistake with the phone, I said I wanted to verify the package’s costs at my local Xfinity store first. Store staff also instructed me not to confirm either order and said that should prevent them from proceeding with shipping.

I never completed either email confirmation. Nevertheless, the phone shipped and is scheduled to arrive tomorrow. I was able to manually cancel the watch and tablet order online, but the phone order has no cancellation option. My account dashboard now warns that I will owe the full price of the new phone if I do not send in my trade-in, which second hand still sells for significantly higher than the trade-in credit I am now stuck with.

Adding urgency, I was told the promotion expires tomorrow. Unfortunately, that would prevent me from placing a corrected order under the terms originally offered while this issue remains unresolved.

I’m asking Xfinity to:

• Review the recorded call, including the representative’s acknowledgment of the pricing error and instructions about automatic cancellation.
  
  

• Honor the originally quoted $1,200 promotional credit and monthly pricing, or arrange a return that fully reverses the transaction without charges, penalties, or any remaining trade-in obligation.
  
  

• Preserve my eligibility for the promotion while this is investigated and confirm the resolution in writing.

I followed the instructions provided by both the phone representative and store staff, yet the order proceeded with terms I had disputed. I would prefer to resolve this directly with Xfinity through this forum before having to escalate this complaint to the BBB.