Xfinity Promotion total unacceptable

[Edited: "Personal Information"] 

[Edited: "Personal Information"] 

[Edited: "Personal Information"] 

[Edited: "Personal Information"] 

11/14/2025

To Whom It May Concern,

Consumer Protection / Customer Affairs Department

I am writing to file a formal complaint regarding the deceptive practices and poor customer service I have experienced with Xfinity Mobile concerning the purchase of an iPhone 17 under a promotional trade-in offer.

On November 10th , I purchased an iPhone 17 Pro Max from Xfinity after being offered an $830 promotional credit for trading in my iPhone 16 Pro Max . I was assured that with this promotion, my remaining monthly payment for the new device would be approximately $11 a month. At no point did the sales representative disclose the following critical information:

1. That accepting the promotion would place me in a mandatory two-year contract.

2. That the device would remain carrier-locked for the duration of the contract.

3. That I would be unable to use international eSIMs, which is essential because I work between the United States and Colombia.

4. That the only option offered to stay connected abroad was a $10 per day international plan, totaling approximately $300 per month.

5. And most importantly, that even after completing the two-year contract and paying the device in full, Xfinity would still not unlock my phone. This policy is both unreasonable and unacceptable.

When I discovered these conditions—none of which were disclosed at the time of sale—I contacted Xfinity seeking a fair resolution. I requested:

• The return of my original iPhone 16

• Cancellation of the contract

• Or the ability to pay off the device in full so it could be unlocked

Xfinity refused all three options. Even more concerning, they stated that regardless of payment or contract completion, they would not unlock the device under this promotion. This constitutes an extreme restriction, prevents lawful and essential international use of my phone, and directly contradicts standard industry unlocking practices.

This situation reflects clear misrepresentation, lack of transparency, and unfair business practices that deprived me of the ability to make an informed decision. The company has offered no reasonable solution.

I respectfully request that Consumer Protection review this case and intervene so that:

1. Xfinity unlocks my device upon full payment OR

2. Allows me to cancel the contract and recover my iPhone 16 OR

3. Provides an alternative resolution that restores fairness and transparency.

Thank you for your attention. I am prepared to provide any supporting documentation needed and look forward to your prompt response.

Sincerely,

[Edited: "Personal Information"]