Request for Resolution and Credit Due to Miscommunication and Service Issues

Dear Xfinity Mobile Customer Support,

I am writing to formally file a complaint regarding a recent and highly disappointing experience with your service, specifically tied to a phone purchase and new line activation made on Monday, May 26, at your Maple Grove location.

During our visit, we were assisted by a sales associate named Terrance. We explained our need for a new line and were informed there was a $400 promotional credit available for the phone we were purchasing. At no point during the conversation did Terrance mention that this promotion required us to port an existing number. He completed the transaction and sent us home under the impression that everything had been set up correctly.

However, once we returned home, we discovered that the phone had no cellular service. We immediately called customer support on Tuesday, May 27, and were told that the $400 promotional offer was contingent on porting an existing number—something that was never communicated to us in the store. The representative attempted to correct the issue but said the original transaction could not be canceled and advised us to wait 24 hours for an activation email.

By Wednesday, May 28, we had received no such email, and once again had to call customer support. We spent over an hour on the phone trying to get the new line activated. Ultimately, we were told we would not qualify for the $400 credit because we did not port a number—again, something that was never explained to us at the point of sale, nor something we requested.

This phone was purchased specifically for our 5-year-old son, who has just been diagnosed with a serious medical condition that requires constant monitoring of his blood glucose levels. Having a fully functional phone is essential for us to monitor his condition remotely, including when he is at school. The 48-hour delay in service due to misinformation from your staff caused unnecessary stress at a time when our family is already going through significant emotional and logistical adjustments.

We feel strongly that we should not be held financially responsible for an error that originated from inaccurate information provided by your employee. Therefore, we respectfully request that our account be credited the $400, honoring the promotion that we were led to believe applied to our purchase.

We expect Xfinity Mobile to stand behind the integrity of its sales process and rectify situations where customers are misled. We hope for a swift resolution to this matter and appreciate your attention to this serious concern.