Horrible experiece getting paid devices unlock.

In January 2026, I had to leave Xfinity service, as it was not an option at my new address.  I paid off three devices, and expected everything to be unlocked.  But it has not been that simple.

Motorola swapped two of my devices October 2025 due to a software bug that was impacting.  I was greatful to have the device swapped.  Unfortunately Xfinity and Motorola did not update each other.  So in Jan 2026 Xfinity tried to unlock the original IMEIs of the two phones.  I opened a ticket explain this situtation.  countless hour at at least 3 open tickets in Feb.  Xfinity could not unlock the phones because "the devices need to be active for 3 months on their network".  I stated that they have OCt, Nov, Dec, Jan.  this was not good enough because the database was not updated.  Again more tickets.  every agent stating I will get this fixed.  escaluations to supervisors, etc.  Finally, I disputed the charges on my credit card, I paid for a device that should be unlocked and Xfinity failed to do their.  Credicat card compnay agreed and refunded my payments. 

In June, Xfinity since my account to collections for the phones, that do not work.  I have already purchased replacements. I tell collection the story.  And refuse to pay.

Harrassment after harassment, collections, said to return the locked phones.  So I contact Xfinity to ask how. I get more run around.  Talk to billing, stayed on the phone over 2 hours, but they claim, pay the balance and they will unlock the phone.  I am doubtful, but willing to try again.  I tell the agent that the IMEIs have changes.  please make sure the corrent IMEIs are unlocked.  "yes, yes, I have the correct IMEIs' 

fast forward a week, I recieve an email with unlock codes and instruction...... for the IMEIs that motorola took back due to the bug.

replied to the ticket with the IMEIs that I need unlocked. then called support to make sure that the ticket had not been closed.  New agent... I will fix this on this call.

Tried to explain to him, but like all the other reps, no one listens and follows teh samy script.  I ask for a supervisor.  of course that never happens during my 100 request over the last 6 months.

I am happy to pay for devices that work, ie unlocked.  But I essentially have expensive bricks, due to what would call a immature infrastucture and inflexible processes.

I am at my wit's end.

Here is the last ticket number I have... the one with the wrong IMEI unlock codes.  ECM0024624604 - XM Unlocks