Complaint: Misleading Black Friday iPhone Offer and Service Disruption

Hello,

I am writing to express my dissatisfaction with the recent experience I have had with Xfinity Mobile.

I was assured by your agents that I qualified for the Black Friday iPhone deal with number port‑in. After multiple conversations, I was told the offer was guaranteed. Later, I was informed it was invalid, which left me misled and frustrated.

During this process, my plan was changed without my consent and then reverted. I spent over two and a half hours on the phone trying to transfer my eSIM, with no resolution, and was ultimately told to visit a store. Despite all this effort, I now have to return the iPhone, incurring a restocking fee and a reactivation fee to move my number back to my old phone.

This experience has wasted my time, caused unnecessary charges, and eroded my trust in Xfinity’s communication and customer service. I request immediate review and resolution of this matter, including removal of all related fees.

I am still not able to return the phone as the return label has not been created even after waiting for two days. In addition, my number was deactivated instead of being swapped to another line. This situation is very frustrating and unacceptable.