Unauthorized Line

I had a very uncomfortable experience today at the new Xfinity Pooler, GA location.

i went in looking to purchase a new phone for my daughter because she broke the charging port. The new phone was meant to be a replacement for her existing one. I have a family account with 4 lines (my husband, myself, and my two daughters)

The staff that helped me was new to the job and inexperienced. She said the new promotion was to add a galaxy tablet because regardless it came with the “upgrade”. Again I was only needing to replace a broken phone with a new one.

she stated the tablet would only add $3 to my bill after credits. I asked how it would have internet BECAUSE I DONT WANT ANOTHER LINE and she said it just does as part of my existing plan. How does that work??? Then, she sent me a link so I could agree and we could move forward. The estimated amount had a $20 increase. I asked why and did not feel comfortable or approve of that amount and she said it’s only estimated and the “sometimes that happens “. I then went to the other more experienced staff member and was given the same explanation, that sometimes the estimated amount is higher and that it’s happened with other customers and they don’t know why it displays that way. Weird right? I naively believed that and approved and continued. She activated the device and finally moved on to the cell phone, a moto edge. The only reason I was there for.

after putting the phone through, the estimated bill was now at $204. I went from $159 4 lines to $204 with 5 lines. When I logged into my account (inside the store) and saw an added 10G line for the tablet that I did not authorize!!!!!! The other guy said that it was something they had to do because I asked for the upgrade. No I did notttt!!! I merely was trying to get a new phone! The young girl agreed that it was not properly communicated to me that an additional line would be added because she did not realize or know she was adding a new line. I asked them to reverse everything she did because that was deceptive and it’s not my fault she is not properly trained. You can’t force customers into additional lines without telling them! They recommend I come “tomorrow “ to speak with the manager. 

Im very distressed and disappointed, I’ve been a customer for several years and never have I been forced into another line deceptively without telling me about adding it. I want the 5th line removed asap. I was also forced to take home the tablet because I “paid for it”. If this isn’t fixed I am taking legal action. It’s not right.