Formal Complaint Regarding Misrepresentation by Xfinity Mobile Agent Resulting in Loss of Trade-In Credits

Dear Xfinity Executive Support Team,

I am writing to formally file a complaint against Xfinity Mobile for misrepresentation and loss of trade-in credits caused by one of your online customer agents.

On 25th September 2025, I was offered a new mobile plan by an Xfinity Mobile agent through online chat. The agent specifically assured me multiple times that switching to this new plan would reduce my monthly bill and that my existing trade-in credits would not be affected. Based on that clear assurance, I agreed to make the plan change.

However, immediately after the change, my trade-in credits for my previous phone — worth $78 per month — disappeared from my account. Instead of my bill going down as promised, I am now paying approximately $80 more each month in device payments.

I have the complete chat transcript of the conversation, which shows that the agent repeatedly confirmed that my trade-in credits would remain intact. This was the only reason I agreed to the plan change. Losing my credits directly contradicts the agent’s promises, and it constitutes deceptive and misleading business practice.

Since then, I have spent hours and hours on the phone with multiple Xfinity Mobile support agents trying to resolve this issue. I have been transferred several times, made to repeat my situation from the beginning each time, and ultimately received no resolution. The last agent I spoke to was dismissive and rude, telling me there was “nothing he could do” and that I “should have read the agreement.” This response is unacceptable given that your own representative assured me otherwise before I made the change.

I am extremely disappointed with how this has been handled. I am requesting that Xfinity Mobile:

1. Immediately restore my trade-in credits (or provide equivalent monthly bill credit of $78 until the full trade-in value is recovered).

2. Provide a formal written apology acknowledging the misinformation provided by the agent.

3. Review this incident internally to prevent similar misrepresentation to other customers.

I have attached the chat transcript and relevant billing records as proof of the conversation and the subsequent financial loss.

If this issue is not resolved promptly, I intend to file formal complaints with the Federal Communications Commission (FCC), Better Business Bureau (BBB), and my State Attorney General’s Consumer Protection Division for deceptive trade practices. I am also prepared to pursue this matter in Small Claims Court if necessary.

I expect a written response and resolution within 7 business days of this letter.

Thank you for your immediate attention to this matter.

Sincerely,