Misleading Trade-In Offer, Endless Runaround, Now Stuck With a $900 Phone

I am submitting this post regarding Xfinity Mobile due to deceptive sales practices, repeated misinformation from customer service representatives, and the company’s refusal to allow the return of a phone that was sold to me under false pretenses.  I want others to be aware of my experience although I expect this post will not see the light of day.

In November, I called Xfinity Mobile in response to an online advertisement offering a promotion to trade in an old iPhone in exchange for a new phone. During that call, I was explicitly told that I could receive the new phone as a trade-in for my wife’s existing phone, not by opening a new line, provided that I signed up for premium service. I clearly confirmed this point multiple times and was assured that no new line would be opened. Based on these representations, I agreed to the promotion.

After receiving the new phone, I attempted to locate the shipping label to trade in the old iPhone within the required timeframe but could not find one. Within seven days, I called Xfinity to request the shipping label. During that call, I was told by the representative that the previous agent had lied to me, that a new line had in fact been opened, and that the promotion I was promised did not apply. I was told my only option was to return the phone and pursue a different deal that would cost hundreds of dollars more.

That representative told me my account was being escalated, that I would be refunded the activation fee and all associated costs, and that I would receive a callback. No callback occurred.

Over the following weeks, I called Xfinity more than eight times. Each time, I was required to re-explain the entire situation and was given conflicting information, including:

• Being told I could not receive a shipping label but would receive a callback (which never happened).

• Being told I was outside the 14-day return window, despite my earlier calls requesting a label within that window.

• Being told to cancel my line so that a shipping label could be issued within 48 hours (which did not happen).

• Being told later that a shipping label could not be issued because the line was cancelled and would need to be reactivated.

• Being told to wait 48 hours and ask for a supervisor after reactivation.

• Being told by a supervisor that nothing could be done because more than 14 days had passed, despite this delay being caused entirely by Xfinity’s misinformation and inaction.

I requested that my account be reviewed and that prior call recordings be listened to. The supervisor stated this could not be done and that there was nothing he could do. I was then transferred to another representative who opened a new ticket and promised a callback, which again never occurred.

As of today, I have a phone that I have repeatedly attempted to return in good faith. I am being charged for a device costing approximately $900 that I would never have accepted had I not been misled about the terms of the promotion.  

I have requested that Xfinity Mobile provide a return shipping label, accept the return of the iphone phone, cancel any associated charges or device payment obligations, and remove any fees resulting from this issue, but they have been unable to do so.

I am sharing this post because Xfinity has failed to resolve this matter after extensive effort on my part and has repeatedly provided inaccurate and contradictory information.