Executive Escalation - Extreme customer stress

Xfinity Mobile Account # [Edited: "Personal Information"]

I never knew a simple upgrade with trade-in in November and porting in a line for the $400 discount back in January will cause me to spend around hours on calls/follow up’s/ personal time taken for granted / false promises and emotional stress . Just go through the tickets on my account and you will understand how much distress you’ve caused me. 

I've heard stories of how customers are taken for granted, but this is my first hand experience and I realize how painful this can be. 0 accountability, 0 transparency and completely fraudulent - I wish I could go to consumer court with this . 

Problem # 1 - I was on your premium plan and upgraded my iPhone 13 Pro Max to 17 pro max, a simple upgrade with trade-in where I was to receive $700 trade-in credits, I shipped the iPhone 13 Pro Max in perfect condition and it’s recorded in your system, but never received my trade-in credit. What I then realized is, instead of upgrading the phone your agent added as a new line, gaming the system to just get credits/commissions and since 30 days had lapsed I was told trade-in credits cannot be applied. So I was suggested by your agents that they will ship me a new phone and apply the trade-in credits for that and I can return the old phone and was promised a follow-up - no follow-ups, no updates and again a 2 hour call and I still have no trade-in credits applied and I am told I will now have to pay for the phone that’s disconnected. So here I am, forced by Xfinity to continue paying full price for a phone I didn’t even ask for and still no trade-in credits applied.

Problem 2: [Edited: "Personal Information"]is a number I ported from ATT, and I was to get $400 discount for the new iPhone 17 pro max I purchased. Again, agent adds this as a new number and doesn’t port in, on calls and finally port in happens but no discount applied. I call the customer care and they say this was not added as a port in line but as a new line, and that’s why I didn’t get credits. I tell them this was ported from ATT, and they are refusing to agree, I had this line with Xfinity 6 years back, and moved to ATT and came back again, how can this not be a port in and why would you not issue $400 device promotional credits.

I am at a point where I am spending every week explaining the same problem to different agents, and there is no single point of accountability for all the mistakes Xfinity is doing with my case.

So Xfinity is laughing in to the bank by keeping my iPhone 13 Pro Max and not issuing trade-in credits and charging full price for a phone that I didn’t even ask for and purchased another on discount. 

i am just waiting to get this resolved and move out of Xfinity, never to return. I’ve been an Xfinity customer for long, having both internet and mobile, and you are losing a customer who just wanted to do the right thing and expected fairness and transparency.