Xfinity Mobile agent lied

In December we went to the Holyoke Mall Xfinity ​Mobile store located in the Holyoke Mall, Holyoke, MA.   Were went to return cable equipment and were greeted by an agent.   The agent assisted us with our return of equipment and proceeded to solicit us regarding our mobile provider.   We engaged in conversation regarding our mobile phone provider and bill amount.  The agent stated if we switched to Xfinity mobile we would have a bill of approximately $125.00 monthly.  We would also be sent a $200 gift card per phone line (4 lines).   During this conversation, I specifically told  the agent  we were in contract with Verizon and as such, asked the agent if we would be able to leave our current provider (Verizon) without consequence, penalties  or fees.  The agent stated we would be able to transfer without a problem or fees.  ​

​I assumed,  the agent would be honest and professional so we trusted his statements and we elected to transfer our mobile service to Xfinity Mobile.    Unfortunately for us,  we found out later we breached our Verizon contract when Verizon billed us and withdrew  $2000 from our account for the phones we have.  When we questioned Verizon, They explained the contract had been breached.  ​

​I returned to the Holyoke Store to speak with the agent.  I was met by other employees and subsequently spoke with a manager as the agent was with another customer.   The manager listened to my complaint however offer no resolution other than absolving Mr Keene of any wrong doing.  The manager stated that we should have known better and had I ever heard of if something is too good to be true then it probably is.   I was beside myself as I questioned if it was professional and in good faith to tell customers anything to get them to sign up without consequence or lie by omitting pertinent information?? ​

​In short, we left Xifinity mobile, the customer service agent lied and the manager was no help.  I have called to complain via phone on 01/24/2023.  I called today 03/21/2023 to follow up on the complaint and was transferred three times with no help.      So far the customer service in Xfinity isn’t just bad its basically nonexistent.   It appears thus far your mobile employees can do or say anything with impunity??  Next step is to look for assistance with the BBB and spread the word to everyone.  ​

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​Very disappointed and dissatisfied,​