2 Messages
Complaint Regarding Misrepresented Trade-In Promotion for Mobile Account
Dear Xfinity Customer Service Team,
I am writing to formally complain about an issue I encountered when transferring my three phone lines to Xfinity Mobile in early March 2025. Specifically, this concerns my line ending in x188 and a promotion I was promised during the signup process over the phone. I was misled by a customer service representative, and despite multiple attempts to resolve this over the phone with numerous agents, the issue remains unresolved. I request a thorough investigation and a fair resolution.
During the initial call, I agreed to trade in my iPhone 12 Pro Max for an iPhone 16. The representative explicitly promised two incentives: a $500 trade-in credit toward the new phone and a $500 virtual prepaid Mastercard delivered to my email. I repeatedly confirmed these details with him, as the prepaid card was the deciding factor in switching from Straight Talk Wireless to Xfinity Mobile. I intended to use it to offset signup fees, which I charged to my credit card under the assumption I’d be reimbursed. The representative assured me multiple times that I qualified, even though I disclosed I was transferring from Straight Talk, a prepaid service. He never mentioned that the prepaid card was tied to a device plan payout or that eligibility required switching from a postpaid carrier like Verizon—which I now suspect he falsely recorded to secure the sale.
Since then, I’ve tried to resolve this by contacting Xfinity support multiple times and speaking with several different representatives, only to receive conflicting information. Some claimed I’d receive the card in 3-5 days, others said 30 or 90 days, and some insisted I’d get the $500 regardless of owing my previous carrier. I’ve recently learned I was never eligible for the prepaid card due to switching from a prepaid service, contradicting what I was promised. This feels like intentional misrepresentation by the original agent, who even called my father during the same interaction to set up his services—likely boosting his commission while locking me into this deal under false pretenses.
This experience has been frustrating and financially burdensome. I trusted Xfinity’s representative, made significant decisions based on his assurances, and now face unexpected costs after exhaustive efforts to fix this over the phone. I request the following:
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Review the recorded calls from early March 2025 involving my line to confirm the promises made.
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Honor the $500 prepaid Mastercard as promised, given it was the key reason I switched and traded in my device.
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Provide clarity on why I was misled and how this will be addressed to prevent future issues.
I hope Xfinity values its customers enough to rectify this. I’d like a response within 7 business days and can be reached at my account contact information. I do not wish to discuss any further on this forum site. Thank you for your attention to this matter.
user_3i131y
4 Messages
23 hours ago
They did the same thing to me and kept my phones and still no credit on my account. No gift card or prepaid card nothing. I have been calling since Dec 2024 and I’m now about to file a lawsuit
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