Visitor
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1 Message
Mislead on phone upgrade costs
I recently switched to Xfinity Mobile And was told that my 3 phone would be eligible for a free upgrade to the new iPhone version that the sales person said would be coming out at the end of Sept or early Oct. Rrcived their you get a new phone email saying it’s “On Us” that has fine print including a device payment plan.
Called to talk to an agent about being mislead and I was basically told tough luck. When I asked to escalate the call I was told the wait would be 1 hour and they’d tell me the same thing so don’t waste my time. Sitting on hold, waiting to speak with a supervisor or manager before I escalate to the Exec Team and BOD after which I’ll explore certifying a class which I don’t suspect will be difficult.
After 14 years I guess it’s time to find a new internet and cable provider too.
Sad and ridiculous.
XfinityPeterH
Official Employee
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3.2K Messages
27 days ago
Hello, and thank you for taking the time to share your experience.
I can certainly understand why this situation would be frustrating, especially if the expectation was that a future device upgrade would be available at no cost. Many Xfinity Mobile device promotions advertised as "On Us" require qualifying conditions, such as a trade in, activation or upgrade on an eligible line, and participation in a Device Payment Plan, with promotional credits applied over time.
We'd be happy to take a closer look at your account and review the details of the interaction and any offers that may have been discussed. Please send us a Direct Message with your full name and service address so we can investigate further and ensure all available options have been explored.
We appreciate the opportunity to review this with you and look forward to assisting further.
How to Send Us a Direct Message:
For an example of how to send us a Direct Message, check out this link.
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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