Misleading Offers

On January 11, 2025, I called Xfinity to inquire about an increase in my home internet bill. During the call, the agent I spoke with shifted the conversation to Xfinity Mobile, emphasizing promotions for existing customers. He repeatedly mentioned that switching to Xfinity Mobile could lower my internet bill and even offered a deal where I could pay just $80 per month for six lines of unlimited service.

At the time, I explained that I couldn’t switch mobile providers easily because I had ongoing contracts with my previous carrier for four iPhone 15 Pro Max devices. My friend, who is the account holder for our Verizon plan, was already in the process of switching to T-Mobile, where we were set to receive up to $800 per device as part of their promotion. However, the Xfinity agent insisted that Xfinity could do better. He assured me that Xfinity would buy out our existing contracts and cover the full amount of $3,910 for the devices. He even promised to handle everything within 2 to 3 business days.

Trusting Xfinity as a long-time customer with no prior issues over the past three years, I agreed to the offer. I transferred all six lines to Xfinity Mobile, believing the agent’s promises. Unfortunately, things did not go as planned. Instead of receiving the full $3,910 to cover the device contracts, I was only credited $800. On top of that, my monthly bill was significantly higher than the $80 I was promised, and my home internet bill remained unchanged.

This situation has caused significant financial and personal stress. Not only did I lose the lucrative offer T-Mobile was providing, but I also had to personally pay the $3,910 device balance using my credit card because the other individuals involved refused to cover their share. As a parent supporting a family, this unexpected expense has been a major burden.

For the past two months, I’ve been tirelessly contacting Xfinity customer service to resolve this issue. Every time I speak to someone, I get a different explanation, and no one has been able to provide a clear solution. I feel misled by the agent’s promises and let down by Xfinity’s inability to honor the commitments made during that initial call.

I trusted Xfinity to follow through on its word, and I feel that trust was broken. I’m asking Xfinity to take responsibility for the misrepresentation and make things right.

I’ve been a loyal Xfinity customer for years, and I’ve always appreciated your services. However, this experience has left me feeling frustrated and undervalued. I hope Xfinity will take this matter seriously and work with me to resolve it fairly. If not, I’ll have no choice but to explore other options to recover what I’m owed.

Thank you for taking the time to understand my situation. I look forward to a prompt and satisfactory resolution.