This experience has been a nightmare

This experience has been a nightmare. I called Xfinity Mobile on May16th and purchased an Iphone 17e on the $400 discount when transfering in a line. I was told the phone would arrive in 3 business days. The phone did not arrive for over a month. It ended up shipping to New Jersey and I live in California. After multiple phone calls, I was told by Xfinity the phone would have to be canceled and reordered. I was willing to wait but the Xifinity rep said the phone had to be canceled and re-ordered.

That Xfinity rep re-ordered the phone for me and sent me the order confirmation. I told the Xfinity rep the order confirmation did not look right and did not look the same as the first order but the rep assured me the order was right and things would balance out when I activated the phone and transfered in the line. That second phone finally arrived and I called to activate the line and I was told the phone was not eligible for the $400 discount because the rep that ordered the phone input the order wrong. That call escelated to a supervisor who told me they could give me a $200 discount instead of a $400 discount and an additional $200 credit to make things right. Only, the $200 credit was never applied to my account.

Then on June 9th of 2026 the original Iphone 17e that I ordered on May 16th arrived at my door. I had to call Xfinity AGAIN to ask what the [Edited: "Language"/"Inflammatory"] I was supposed to do with that phone because they had canceled the order weeks earlier. I was told the phone had to be returned and that I could take the phone to a local Xfinity store to return the phone. I went to my local Xfinity store, waited for an hour for a rep to be available, only to be told they refuse to take the phone. Even the store supervisor said they would not accept the return, so I then had to ship the extra Iphone back to Xfinity. I shipped the Iphone via FedEx mid June and received confirmation that Xfinity received the Iphone return on June 25th, 2026. Then, 5 days later on June 30th, Xfinity charged me $583.33 for the returned phone.

On July 2nd, 2026, I called Xifinity when I saw the outrageous charge to my credit card to find out what happened. I was transfered to an Xfinity Mobile Escelation Team Supervisor. After being on the phone with the Supervisor I was told that the original deal that the original deal I had purchased that was $30 per month for the Premium Unlimited line and $20 per month for the transferred in line that is unlimited was wrong. Despite the contract that I have in my email, I was told the Premium Unlimited line was actually $50 and that whoever told me it was $30 was wrong and lying depsite the contract that I had in my possession that Xfinity emailed me on my original purchase on May 16th. In addition, at 1 hour and 45 minutes into the call the supervisor said they had to place me on a brief hold to look into something. The supervisor did not return to the call. I waited on the phone for 54 more minutes on hold until the phone line hung up on me. I waited a few minutes to receive the returned phone call that I was obviously going to receive but no phone call came.

I called BACK, and was on the phone for another 1 hour and 5 minutes before I was told the Xfinity Mobile Supervisor Escelation Team had closed for the day and went home an hour earlier. So what happened was, the supervisor I was speaking with put me on hold, said he would be right back, and then went home and left me on hold for another 50 minutes before the line went dead. Then I spent another hour calling back to find out that is what happened....

I called back on July 3rd to figure out what the [Edited: "Language"/"Inflammatory"] was going on. On that first phone call on July 3rd I was on the phone for another 2 hours and 17 minutes. During that time I spoke with an Xfinity Mobile rep named Matt who told me that my charges on my June 30th statement were correct. That my Unlimited Premium line was $50 and there is nothing they can do about it and all other lines are $20. Then that changed to one of the Premium Unlimited lines being $50, one being $30, and the other Unlimited lines being $20. Then it CHANGED AGAIN!!! To the first Unlimited line being $40, all other unlimited lines being $20, and the Premium Unlimited line being $30. At this point all trust for what I was being told was gone. On top of all that, none of the provided explanations on my bill matched my June 30th statement. Matt finally transferred me to a Supervisor named Laura on the Xfinity Mobile team. Laura then started asking me all the same questions that Matt asked me even though Matt said he had informed Laura of the entire situation and that Laura would not be asking me any other questions. All I wanted was for either Laura or Matt to send me an email detailing what my monthly service charges would be. Laura then placed me on hold for 30 minutes until the line went dead and never called me back. At this point I have been on the phone for about 6 hours in two days with no resolution. This is absurd!

So, to recap, I have now had 2 different Xfinity supervisor put me on indefinite hold until the phone line hung up. One of which let me sit on hold for almost an hour after their department closed. Neither of which bothered to call me back. I have a total call time of over 6 hours in two days and I am still having to call back again to try and get some kind of resolution. I was charged $583.33 for a phone that was in Xfinity’s possession that they charged me for. I have a phone line and contract from Xfinity in my email from May 16th that Xfinity is refusing to honor. I feel as though Xfinity does not respect my time, my energy, or my money as a long time Xfinity customer. To me this level of customer service is outrageous and has no place in business. To have two supervisors on the escalation team handle the situation by putting me on indefinite hold and then letting me be hung up on and then not calling me back is outrageous.