Visitor
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2 Messages
URGENT: Formal Complaint - Misrepresentation, Bait-and-Switch & Repeated Failure to Resolve iPhone 17 Promo Issue
I am filing a formal complaint regarding deceptive "bait-and-switch" sales practices. On December 29, 2025, I was explicitly promised a $400 discount on an iPhone 17 on the standard Unlimited plan. I have made several separate good-faith attempts to resolve this over the phone on:
- Jan 4, Jan 7, Jan 13, Jan 15, and Jan 27.
During my final call on Jan 27, I was told that despite the previous agent's promise, the system simply "cannot" apply the $400 credit to an Unlimited line. The only "solution" offered was to return the device for a refund.
This is unacceptable for the following reasons:
- Detrimental Reliance: I relied on Xfinity’s promise to leave my previous provider. I have already invested significant time and effort in porting my numbers and setting up this new device.
- Bait-and-Switch: I was lured into a contract with a promise that Xfinity now refuses to honor unless I pay an additional $10/month for a "Premium" plan I never agreed to.
- Wasted Time: I have spent nearly a month and five separate phone calls being given the run-around by support agents who ultimately admitted the initial promise was false.
I have an authorized return extension through probably tomorrow, January 28, 2026. I would prefer to keep the device, but only if Xfinity honors the original agreement.
Requested Resolution:
I am requesting that an executive specialist manually apply a $400 one-time service credit or an equivalent monthly credit to my existing standard Unlimited plan. If this is not resolved by my return deadline tomorrow, I will be returning the device, demanding a waiver of the $35 restocking fee due to agent error, and filing formal complaints with the FCC and BBB.
Account Details:
- Order Date: December 29, 2025
- Device: iPhone 17
- Return Deadline: January 28, 2026
XfinityPaula
Official Employee
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1.9K Messages
7 hours ago
Hello user_3qlcs0! I appreciate you reaching out to us and sharing your experience with the iphone 17 promotion. I know how amazing the offers have been and not receiving the credit offered would make me frustrated as well. I'm sorry that you have needed to reach out to us so many times in an attempt to resolve the missing promotion. I would be happy to help and investigate the account to find the correct resolution.
Can you please send us a direct message with your name and service address so that we can engage with our mobile peers for assistance?
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
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