Corporate complaint

Good day,

I would like to know how do I go about filing a formal complaint with Xfinity Corporate.

I have been an Xfinity Home Internet customer for about 12/13yrs and have had Xfinity Mobile since you guys launched the services.

I have had multiple lines with Xfinity mobiles and have upgraded my different lines many a times and have never had such problems as I have encountered with this last addition of lines and upgrades/trade in.

I added lines for Eunice and Kimberly in 07/2024. Traded in a Samsung dor Eunice and an Iphone 13Mini for Kimberly. For Eunice the trade in was for a partial credit monthly but for Kimberly it was to be a full trade in credit. The iphone 15 was to be practically free with the monthly credits for 24months for Kimberly.

Months passed after i sent both phones in. At first Kimberly's phone was rejected because of some damage to the screen, i called assurant and they advised me it was the protective screen that was still on, that they were sending me the phone back. I asked if i took it off and sent it back if it would still be accepted. They said yes. So i did just that. As soon as I received it i took off the screen, and just as i was instructed to do, used the same label and sent it back for trade in revision. Never heard anything back.

Waited a few more months and nothing.

I thought by october was enough time so i began calling Xfinity customer service. Was told a ticket was made and to wait a few more weeks. Weeks and months went by and nothing was resolved. I continued paying full device payment for both devices. Finally i believe like in january the credits were resolved foe eunices device and the back credits were added. The ticket was closed. But nothing was done for Kimberly's phone.

I have been calling about once or twice a month since then and have been given the run around. Multiple tickets have been opened and closed the same day. I know because i get the text messages for the ticket and then shortly after the notification that it is closed. I've called in and no one seems to have a straight answer. One representative tried telling me i never returned the phone, which is a lie. I had called months ago and was told back in october that it was in some wharehouse and needed to be checked out to make sure it was checked out and acceptable, so I know it was received. How are the reps now saying it was never received?

Then another representative tried saying that i turned it in late, which was also wrong. If it was considered late because i sent it in, got it returned then sent it back that is not my fault- and assurant didn't say that, in that case i wouldn't have sent it in if it was going to be rejected.

Then a rep told me my trade in was being rejected and i was flabbergasted because how is that so, after so many months? No one had said anything and then all of a sudden? I told that representative that is fine then, to return me my daughters phone and I'll send Xfinity back their iPhone 15 because i hadn't agreed to pay for this phone, i had agreed to the trade in for the phone. Said they couldn't send me my daughters phone back because they don't have it anymore or don't know where it is (don't recall her exact excuse). Said she would make a ticket and it took the rep longer to complete the ticket than it was closed. 

I called back and got a different rep to ask why it was closed so fast or what was the resolution, i think that rep said the resolution didn't make sense and was going to make a new ticket and speak to her supervisor but that they weren't available at the moment. She gave me the one month device payment credit, said she would follow up and that i would be getting the past credits in a lump sum and should see the monthly credits going forward. Never did get that ticket text but u can probably track the representative because it was the only one month credit device payment credited to the account at the end of February/beginning of March. 

I called again last month and got hung up on, was too irate to even attempt to call back. Today i went in to the store and one of the reps there said she could start the ticket but would have to follow up over the phone with customer service. I wasnt even out the store when i got the text that the ticket had been closed. 

I called customer service, was on the phone with a rep for over an hour, he kept saying he understood my frustration, no he didn't because he kept trying to get me to upgrade and add smart watched to my plan. Sir, I'm wanting this last upgrade fixed and u want me to buy a new phone?! What [Edited: "Language"]?! Beyond annoyed! I was aggravated when he got my call and i do apologize because he got the end of my fury but it has been an issue thas has been ongoing since last summer and no one seems to be able to fix it. Like i told that gentleman, i do want to upgrade my personal line and have been eyeing the Samsung S25 Ultra but until this issue is resolved I won't be upgrading or adding anything.

I am at the point now where i am looking for other service providers of how dissatisfied i am with xfinity. Never in the many years that I've been with the company have i had a problem like this. I've been able to upgrade modems, upgrade devices, add lines with no problems but this particular case has been a nightmare from [Edited: "Language"] and nobody knows how to or wants to fix it. 

Soooo, if you can please direct me to the correct department to file a complaint with corporate I would greatly appreciate it.