Apple Watch Scam by Xfinity

Subject: Formal Escalation – Unauthorized Apple Watch Charges and Misleading Sales Practices

Dear Xfinity Mobile Executive Resolutions Team,

I am writing to formally escalate a serious complaint regarding two Apple Watches that were added to our Xfinity Mobile account following what we believe was a misleading and aggressive sales process.

We have been loyal Xfinity customers since 2015, which makes this experience particularly disappointing.

During the sales process, we were offered Apple Watches that were represented as "free." We were subsequently informed that the watches needed to be activated or we would incur charges. At no point did we request these devices, nor did we knowingly agree to enter into a long-term payment obligation associated with them.

As a result, Xfinity has been charging monthly fee for the first month, and we have been advised that these charges will continue for approximately 36 months. We consider this completely unacceptable, as the devices were presented as free and the financial obligation was not clearly disclosed.

Today, we spoke with a supervisor in an effort to resolve this matter. Unfortunately, the interaction was extremely disappointing. We were informed that no credit or accommodation would be offered despite our long-standing customer relationship and the circumstances surrounding these charges.

We respectfully request that the Executive Office review this matter and take the following actions:

1. Immediately cancel the Apple Watch equipment financing agreements and associated payment obligations.
2. Stop all future monthly charges related to both Apple Watches.
3. Provide prepaid return labels and clear instructions for returning the devices, if Xfinity requires their return.
4. Confirm in writing that no additional charges, fees, collections activity, credit reporting, or other negative account consequences will result from this disputed transaction.
5. Conduct a thorough review of the sales interaction and the circumstances under which the Apple Watches were presented as “free” while being tied to activation and long-term payment obligations.

We believe this situation reflects a deceptive sales practice that has resulted in charges we neither expected nor authorized. While we understand that mistakes can occur, what is most concerning is that after escalating the matter through normal customer service channels, Xfinity declined to make a reasonable effort to correct the situation.

We are asking the Executive Office to review the complete history of this matter and provide a fair resolution. Specifically, we request cancellation of the device agreements, removal of all future charges, reimbursement of charges already paid, and written confirmation of the resolution.

Please provide a written response confirming the cancellation, refund or credit, and any return instructions.

Thank you for your prompt attention to this matter. We look forward to resolving this issue quickly and amicably.

Sincerely,