grievances - CSR promised to give $1100 off if I upgrade from intro to premium

Hope you are in great health and fine spirit & had a great thanksgiving.

I am writing to you to let you know about inconveniences I faced during changing, placing or upgrading xfinity mobile devices.

The summary of latest context is as following:

1. I am an xfinity / Comcast customer since 2010. As I changed my home a number of times ( did not change the internet and cable provider and remains with xfinity), as I am staying in my new home since 2015, the xfinity should be showing at least I am a xfinity customer since 2015.  
2. Currently I have total 3 xfinity mobile lines for my family
3. Out of the 3, lines 2 lines are for my daughters whose phones are the iPhone 14 pro model and they require an upgrade.
4. During Thanksgiving, I explored the best deals and options to upgrade these phones.
5. Hence, I called Xfinity to understand my options:
6. 1. On 11/28, I was told that if I upgrade the both the lines for my daughters from unlimited intro to unlimited premium, I would get two iPhone 17 pros on Xfinity for free and I agreed do so.

1. The customer service representative (CSR) changed my plan from unlimited intro to unlimited premium.
2. But, this could not continue further because the Xfinity system restricted placing another order where another order was in progress ( I placed order to get the new Apple watch using my rewards on 11/28 and it was in pending state)

• So I told the CSR to cancel the Apple watch order

1. Even after cancelling the order and waiting for some time, the cancellation of Apple watch order (using my rewards), the CSR could not proceed further and I was advised to call after 1 hour.
2. By this time, the plan for my daughters connection was upgraded to premium unlimited.

1. 1. On 11/29

1. I called Xfinity customer service and after talking to them for around 2 hours, it seems that the deal “upgrade to premium unlimited and get the iPhone 17 pros on xfinity, meaning getting $1100 off deal” is not real.
2. I was handed over 2 times to different CSRs to help me out; but they couldn’t help to full the deal that I was told on 11/28; maybe because my plan was already upgraded to “premium unlimited” which is $50/month.

1. Grievances
2. 1.  I was assured that I will get the deal “upgrade to premium unlimited and get the iPhone 17 pro on xfinity, meaning getting $1100 off deal” on 11/18 but on 11/29 I only received apology
   2. It was very prompt to upgrade to higher price plan ( from unlimited intro to premium unlimited); but no commitment to follow on provide me $1100 off.
   3. On 11/29, CSR found out that in Xfinity system my daughters plan was not upgraded to premium unlimited whereas logging to my account I can see it was premium unlimited.
   4. There was not escalation or manager present to address the situation; I believe CSR at the higher level would have more options to help what was PROMISED to the customer.
   5. I have a feeling that CSR was trying to push customer to buy or upgrade more expensive plans or some way to pay more for customers, rather than addressing the customer’s need.
   6. From 11/28 and 11/29 I spoke to 3 CSRs and every time I needed to explain the context / situation from scratch
   7. On 11/29 around 3:15 pm EST before ending the call, I asked CSR to revert back the from premium to intro; I am checking my account online at 11:35 pm EST 11/30 and the changes are not reflected.
3. Another instance happened during May / June where I ordered upgraded my wife’s iPhone to 16 pro max with trade in and then cancelled it within 12 hours before it was shipped, which caused total disabling of cellular service for 2 days of my wife’s phone which caused difficulties to my wife  as she was expecting interview call to her phone
4. 1. After talking for 2 days with CSR it got solved

Hope you can understanding that I am very much disappointed and frustrated the way any upgrade was handled and different stories was told to me and more importantly, I am losing trust on Xfinity mobile services overall values.

I am reaching out to you to have answer on accountability of this inconveniences for a customer since 2010 and how can you help me to rebuild trust on Xfinity mobile.

Please let me know how you can help.