For the sake of saving my time the following is a reply. Email I sent in response to Xfinity mobile reaching out after I rated them all zeros in their tech survey.

I have not included the photos because they have sensitive phone information. 

please disregard spelling or grammatical errors as I am legally blind and have to talk to type which does not always go as planned. 

I replied to your email, just a brief moment ago, but I’ve decided to copy and paste it again in this time include a couple documents to provide a little bit more proof of things. 

 

Thank you for reaching out, For some reason this email ended up in my spam. Thank you for offering to call me because I believe that it is imperative. I have spent over 20 hours in two weeks between phone calls chats and going in store to fix my account for errors created by not myself but the mobile care team. I have had associates confirm that they created escalated tickets for me to be contacted four times at minimum. Each time with a promise that I will be contacted in 24 to 72 hours max. I haven’t received the first correspondence about them. I have spent so much time dealing with this. I have learned that the mobile care team is completely outsourced overseas. Nobody in America can do anything to fix the mistakes because they don’t have the capabilities. All they can do is create a ticket. I have learned that there are different tiers to associates tier 1, tier 2 tier 3. Tier 1 and tier 2 have Little to know ability to do much of anything  to help fix this catastrophe created and they have actually refused to transfer me to tier 3. Due to this error from the mobile care team associate and as the in-store associate explained it after an hour of dissecting my account to find the problem “ the Shortcuts that they attempted to take” I ended up with a secret“ ghost line” hidden in my phone that because I never knew existed was never even activated. And thankfully I was in that store on the 14th after the new phone was delivered. I was instructed to ship my new phone back And I had to order the exact same phone again paying again but this time more or I would be stuck paying for hidden line. And because by the time I went in store my initial promotion that I was promised were no longer active so my new monthly payment on my device will no longer be $25 dollars. It’s well over $40 a month.. the plans I was promised are no longer my bill was only to be $105 my Xfinity account shows my bill coming in will be $240. And nobody will contact me back to fix it. 

I don’t know what to do because I’ve spoken with another associate who told me that she was able to remove the secret line from my account to actually not ship back the first phone, but return the phone that was just delivered. I was creating a note to include into the box that I was returning it in and I was referencing the IMEI numbers so they knew which device to credit me back since I paid more for the second phone that I did the first phone. Only to find out she did not remove the line she removed the second device that was sent to me. There’s two of the same phone showing up on my account. One of them has the IMEI number from my phone and the other one is the IMEI2  from my phone. I have absolutely no idea what to do. And nobody will contact me that has the ability to fix anything and everyone that I talk to lies to me and tells me they fix it. My fear is that I will be stuck paying for two phones. And one of those phones I’ll be paying for two lines. And all I need is one phone and one line. Something I never asked for to be done. I have cried more times than I wish to have. I have driven three hours round-trip just to go into a store have spent over three hours and 40 minutes inside that store. And in total almost enough hours on the phone to equal to a 24 hour day. My bill more than doubled what it is supposed to be. I am a single mom of four children living with several chronic illnesses, one of which being multiple sclerosis that I undergo very intense treatment for routinely.. this is not something that I should have to be dealing with her stressing about. 

Also, I only scratched the surface on all the errors of my account that were made. 

This is literally been a nightmare. Why should a customer have to be put under so much stress and subsequent anxiety attacks over something as simple as a phone plan. 

Please understand the devices I am referencing are only the iPhone 14 pro max. Although there are further issues with how my account has been fraudulently and  forcefully destroyed, the 14 pro maxes are the pressing issue that needs to be addressed first. 

And please don’t forget I still don’t know which device I need to be mailing back.  Being as different as associates are telling me different things to do. 

Two PDFs are attached of my order receipts the first one being December 13. 

There is also a series of screenshots with brief description above them

This is my phone about info showing the attached IMEI numbers (also when I was doing this, I discovered that my Sim is locked for some reason so that’s just another issue to add)

Next photo is showing what my account reflects are the active devices on my account

The next two photos will show you the details, including the IMEI numbers for each device That is currently active on my account in their IMEI numbers (these screenshots are Dayz after I was told that the ghost line was removed from my account to send the replacement phone back instead of the one with the ghost line) 

 

The next series will show you that all my account  I am being charged to pay for the same device twice each month and it’s utilizing both of my devices. I am EI numbers to do so acting as if it’s two different phones. In addition I’m being charged for the replacement device. 

 

The first photo in the series With the device showing with the last four Digits as 2057 with the correct price that I was initially supposed to be paying for my phone because it includes the bill credit of $16.66 making my monthly device payment $25 instead of what I’m now being forced to pay over 40.