Terrible experience.... and I am trying to give you more money!

To Whom It May Concern,

I am writing to file a formal complaint regarding an extremely frustrating and unnecessarily time‑consuming experience I had with Xfinity on the evening of March 8, 2026. What should have been a straightforward online process to add Xfinity Mobile service to my existing internet plan turned into a 3.5‑hour ordeal involving contradictory information, repeated errors, and an overall lack of clarity and efficiency.

I initially attempted to complete the upgrade online, but your website repeatedly generated error messages for over an hour. I reluctantly contacted chat support only because the online process failed. Unfortunately, the chat interaction made the situation significantly worse.

Over the course of the chat, the following issues occurred:

1. Repeated contradictory information was given regarding device pricing, trade‑in values, available promotions, and plan requirements. At various points, I was told:

   • A $600 trade‑in credit over 36 months was available
   • Then that this was no longer available
   • Then that adding it required upgrading to Premium Unlimited (which contradicts the original explanation)
   • And ultimately that the only option was a $350 trade‑in over 24 months

   At no point was the information delivered consistently or transparently.

2. Pricing changed multiple times, without explanation, and often increased.
   I was repeatedly sent order summaries that:

   • Did not match what the agent described
   • Included higher upfront costs
   • Reflected the wrong device storage (256GB instead of 512GB)
   • Showed incorrect colors
   • Did not include any of the details the agent claimed were part of the order

3. I was sent multiple order summaries with missing or incomplete information, including:

   • No device cost breakdown
   • No monthly total
   • No explanation of due‑today charges
   • No plan details
   • No confirmation of promotions supposedly included

   I was simply offered a bill to pay, without any context of what I would be agreeing to.

4. I repeatedly explained that I wanted to handle the upgrade online without upselling, yet the agent continued to navigate through multiple upsell opportunities, add-ons, and “options” I did not request, which only added to the confusion and length of the interaction.

5. The agent repeatedly restarted the process, sending new summaries, asking me to close active orders, clear cookies, and wait for updated emails — all while the details continued to be wrong.

Overall, the experience was disorganized, misleading, and exceedingly time-consuming. I spent the entire interaction juggling household responsibilities—helping my children with homework, making dinner, and putting them to bed—because the process dragged on far beyond what is reasonable. What should have taken 15 minutes became a multi-hour ordeal with no consistency in the information provided.

This is not the level of service I expect as a long‑time customer.

I am requesting the following:

1. A full review of my interaction and the agent’s handling of the transaction.
2. A corrected explanation of my available trade‑in options, including whether the originally mentioned $600 trade‑in offer is valid and under what conditions.
3. Clarification of the accurate monthly device cost, due‑today charges, and the correct plan details.
4. Confirmation that the correct device (Samsung S26+, 512GB, Sky Blue) has been ordered.
5. Assurance that this type of confusing, drawn‑out process will not occur again, and that customers can complete mobile service upgrades online without being forced into multi-hour agent interactions.

I ask that you please address this matter promptly, as the lack of clarity has left me uncertain about what plan I actually agreed to and what I will be billed.

Thank you for your immediate attention to this issue. I look forward to a clear and timely resolution.

Sincerely,
Christine Hart