Deceptive promotion, billing practices and unresolved issues

We decided to switch to Xfinity mobile and Internet in July 2026.  We were told that we would get 1 year of mobile service for free for one phone (my husband’s). We switched one of our lines and were also told that if my husband was in the military and we submitted documentation (which we did) he could get both Diamond Status and 2 years of mobile service for free.  It took quite a long time to get Diamond status but it finally happened.  We are still waiting to get confirmation of the 2-year service for free. In the last month or so, I have received repeated texts that this “ticket” is being processed and is taking longer than expected (see below texts).   In both cases, I was the one who contacted Xfinity to inquire about both of these promotions.  It is now November and the 2-year service for free has still not been confirmed or applied to the account.

After my husband tried out your service, I decided to switch over my mobile service to Xfinity as well (see notes below from August 12, 2026).  We also decided to trade in our iphones at the same time because of your advertised offer. for Trade-Ins.  We were told (see below) that we were to be given $700 for the iphone 15 and $600 for the iphone 14.  We were told that we would be paying $5.24 ($16.66 in credit for iphone 14) for my phone per month for 3 years and $2.46 ($19.44 in credit for iphone 15) for 3 years for my husband’s phone.  At no time were we told that we could not use our existing numbers.

PLEASE NOTE that we also took advantage of your promotion for the iwatch and purchased 2 of them as well.

After receiving the iphone 17s, I called to get help setting up the new phones (see notes below). I inquired about the fact that I was seeing a (443) exchange number attached to both of the phones and your agent said this would be taken care of it.   I was NEVER told that if we didn’t use those numbers, we could not take advantage of the trade-in promotion. (see attachment below)

Within a few days, as instructed, I mailed our older phones to you.  Within approximately 2-3 weeks, I received notification that my phones were received and I would be getting the credits. (see attachment below)

TO DATE, we continue to get billed $21.90 per phone each month.  We also paid up front $113.20 for taxes for each of the new iphones. Now Xfinity is saying that because we ported our numbers to you and did not use the 443 numbers, that the promotion did not apply.  I followed each agent’s exact directions in placing this order. 

I have probably called or texted Xfinity at least 20-30 times to try to get this issue resolved.  One agent said it would take 2 billing cycles for it to be adjusted (see attachment below) and assured me it would happen.   Another agent said that it was taken care of and the adjustments will show on the November bill as well as the credits for previous charges.  And another agent said that the promotion was now not eligible because we ported out phones to Xfinity.  The problem is that I was NEVER informed of that caveat nor did I agree to it.  Why would I have sent in my phones to you if I thought I wasn’t going to get any trade in value?  That doesn’t make any sense.  You now have my older iphones and I received nothing for them.

After reviewing my case, one agent said that I would be receiving a one-time credit of approximately $124.  That doesn’t come close to compensating me for the continuous charges of $21.90 per phone each month for 3 years.  I NEVER agreed to that. 

I understand that your computers have limitations and that they don’t know how to process this issue.  I EXPECT that a human can override this error and make good on what I agreed to back in August.

I have recently read on the Xfinity Forum that I am not the only person who has experienced similar issues with your company. (see below) which is why I am posting as well on the Forum to let others know they are not alone.

In conclusion, we shall expect the following:

1. That we will receive the credit of $700 on my husband’s returned phone and $600 on my returned phone to you.
2. That we will be credited on the returned phones and our bill will be adjusted immediately to $72.40 plus tax for both phones, service and watches, and that any billing in excess of that amount that has been paid to you will promptly be returned to us.
3. That we receive fair and adequate compensation for the efforts we have expended to address the matters referred to in this letter.
4. That the “auto pay” be immediately removed (we were told that this would not be done; on what basis can you insist that the auto pay remain in full force and effect?)

I have created this letter to be sent to the legal department at XFinity Headquarters. I have referred to many of the chats and emails that I have had with Xfinity agents to prove my case which will be added to that letter.  I did not add these attachments because they contain personal information. Please note that I asked several agents if they could send me copies of all of the chats that I have had with Xfinity and they refused to do that.  

If you want these attachments,  i can send them to you.