Dear Xfinity Executive Support,

I am writing to formally express my deep frustration and disappointment with a recent experience that has left me feeling misled, deceived, and completely let down by Xfinity—a company I have trusted for over 12 years as a loyal customer, and 3 years as an Xfinity Mobile user.

Recently, I upgraded one of the mobile lines on my account to the latest iPhone 16 Pro. This decision was based entirely on false information provided by an Xfinity customer service representative. I was explicitly told that there was a Buy One, Get One (BOGO) offer on mobile lines, meaning one of the two lines on my account would be free. I was given the exact breakdown of what my monthly bill would be—device payment plus one unlimited data plan—which made the upgrade seem reasonable and worthwhile.

I proceeded with the order only after these specific terms were confirmed multiple times.

However, after activating the new device, I received a voicemail from Xfinity asking me to call back to “enable a credit.” During that call, I was blindsided with the news that no such BOGO offer existed or applied to my account. I was now responsible for both line charges plus the device payment. This felt like nothing short of a bait-and-switch. Despite my attempts to resolve this with customer service, I was left with no recourse. - Related thread can be found https://forums.xfinity.com/conversations/customer-service/customer-service-team-providing-inaccurate-information-about-xfinity-mobile-plans/67c517587bc690005334932d?commentId=67c519ad7bc6900053349e3a

Accepting that I had been misled but forced to move forward, I went ahead with trading in my iPhone 12—only because I was promised a $250 credit, which was confirmed repeatedly over both phone and chat. Yet, I am still being charged the full monthly amount for the new device, and no such credit has been applied.

To add insult to injury, I was later informed—without warning or explanation—that I would only receive $83 for my iPhone 12 trade-in. This is a completely arbitrary figure, and I was never told that the credit would be less than the agreed $250. Had I known that, I never would have agreed to the trade-in.

I have spent countless hours on the phone and in chats with your support team, receiving nothing but empty assurances and vague promises. This is a serious issue of misrepresentation, lack of accountability, and unacceptable customer service.

I am formally demanding the following:

1. A full investigation into this matter, including a review of the recorded calls and chat transcripts with your agents.

2. A clear explanation of why the promised $250 trade-in credit was not honored.

3. An immediate correction and application of the full $250 credit to my account.

4. If this cannot be resolved, I expect my original iPhone 12 returned to me in the condition it was sent.

I have documentation—including chat transcripts and confirmation emails—that I am ready to provide and escalate to consumer protection agencies if necessary

This entire situation has been a breach of trust. Unless it is resolved quickly, transparently, and fairly, it will absolutely impact my future relationship with Xfinity. I expect a resolution without further delay.

Transcripts of the chat and email communication with Xfinity:

Email received from Xfinity:

Thanks for trading in your device 

Response from Xfinity:

Gotcha. It looks like that email was just received back on the 25th of March. Typically, those credits do not start to flow into your account until the next month of billing. I would be happy to pull up the most recent billing information to check on the status. For me to access this information, I will just need to relay over a fresh code to access the Xfinity Mobile billing profile.

Final response from Xfinity

Hey there, thank you so much for taking the time to reach out to us here. We did receive an update on our end regarding the trade-in. When you signed up for the trade-in credit, you would have needed to maintain unlimited plus, and it was activated to unlimited effectively losing the qualification to keep the monthly credit. There was a credit applied for Trade-in device value: $83.46 now applied and posting on customer's Current cycle: Apr 12 - May 11, 2025.