Miss Information on Black Friday Special. Now I am out $700

I would first like to point out how hard it was to submit a question/complaint to Xfinity. The fact I spent 40 minutes trying to figure out how to do this just shows how frustrated I am about how I was treated this week. Especially since I have been a loyal customer for 5 1/2 years with internet AND mobile. 

I saw an advertisement for your Black Friday promotion. According to the promotion I could upgrade to the Premium Unlimited plan and receive up to $1,100 in credit toward a phone. On Sunday 11/23 at 12:34 I called Xfinity to get a little more information on the promotion. I wanted to get more information on the promotion before I drove 30 minutes to the nearest Xfinity store on a holiday week. On the phone the gentleman I spoke with informed me that if I upgraded my phone plan both phones would qualify for the $1,100 credit (we were trading in a iphone 14 pro and a iphone 16). I asked the gentleman on the phone if it mattered that the iPhone 16 was not yet paid off. He then informed me that this would make no difference when I did the promotion. You advertise these phone calls are recorded so I am hoping this is something that can be confirmed. 

On Wednesday 11/26 my husband and I went into the Xfinity store to upgrade our phones. When we went in the store we told them we were looking to upgrade our phones for the Black Friday promotion. When we were being helped I had specific questions to make sure I understood our monthly bill as I was only going to upgrade if our monthly bill was $85 a month plus the taxes and fees. Our associate informed me that the plan would cost $80 a month if we upgraded to Premium Unlimited. She also informed me that both of our phones would qualify for the Black Friday promotion for the full $1,100. I upgraded my phone to the iphone 17 pro max and my husband upgraded to the 17 pro. The Pro Max was an additional $5 a month because it would have exceeded the $1,100 promotion. This would have brought out monthly total to $85 a month plus taxes and fees. I even confirmed with the associate when she was plugging in her numbers that my husbands phone would have been covered by the promotion even if it was not paid off. She informed me that having a phone that wasn't paid off would not have mattered and the $1,100 would have still applied. In addition, the associate informed us that because we were Platinum members that we could get $300 off an apple watch. This was equal to a free apple watch SE. I clarified with the associate 3 times to confirm the apple watch was indeed free. I clarified with her 3 times that I would not need to add any additional lines to my plan in order to get the apple watch. She informed me that Xfinity was no longer requiring you to get an additional line  to get a free watch. Because I was informed there would be no additional fees I agreed to a free watch. 

Later that night, I was looking at my credit card statement and I noticed a charge for $5 (the monthly charge for my iPhone pro max) and a separate charge for $29.17 that I was not aware of. After looking through my Xfinity app, I noticed that I was charged an additional line for the apple watch ($10 per month) that I was told I WOULD NOT be getting. I also noticed that my husbands phone did not receive the $1,100 credit. I also noticed that I was signed up for an insurance plan for both phones. An insurance plan was never mentioned to me once during my 2 hour visit to the Xfinity store and was some how added to my account without any knowledge. It was late that day that I realized this and the following day was Thanksgiving so I decided to wait until Friday to get to the bottom of this. 

Friday morning 11/28 I called Xfinity again to see if I could get assistance with the additional charges that were NOT made aware to me. The associate I talked with on the phone was able to remove part of the insurance coverage from both of the phones (still being charged $2 per phone), however, I would need to go into the store to handle the other charges. So I made the 30 minute drive on Black Friday to Xfinity. When I arrived to Xfinity, they informed me what my original associate told me about the Apple Watch was false information and that I would need to add a line in order to get the free watch. I then returned the watch as I do not want to pay for an apple watch. I was also informed that the iPhone 16 would not be eligible for the trade in because it was not paid off. This information contradicted what I was told on the phone Sunday night and Wednesday in person. In fact the iPhone 16 was only worth a $400 trade in. As a result we would be making monthly payments of $30 which was what I was trying to avoid. If I would have been informed from the beginning that the iPhone 16 would not have qualified for the $1,100 trade in, I would have NEVER upgraded the phone or I would have paid off the phone in full to receive the upgrade. When I asked if it would be possible to either 1. return the iPhone 17 pro or 2. Pay off the iPhone 16 to receive the special I was informed that there was nothing they could do. The order has been processed so there is nothing more that could be done for me. It was also rather frustrating being told I owed over $400 for the iPhone 16 when I know I have made additional payments on the phone and knew I only owed around $200 for the phone. I do not understand how we are in a world full of technology and records that this information could not be looked up. 

After being told there is nothing that the store could do to give me the $1,100 credit that I feel I am owed based on the information provided at the time I upgraded, the only solution they came up with was giving me a $400 credit. I understand that humans make mistakes, however, this mistake is costing me $700 that I was never planning on paying.  The whole point of upgrading was to eliminate the monthly payments and only pay $85 a month plus monthly fees. If I would have known this was going to be the situation I would have never upgraded. And to be told I can't return the phones (after 2 days) and am stuck with this plan for 2 years is rather frustrating. I feel like I have not been taken care of during this whole situation. If I would have been with an associate that was better informed on the promotion and policies this would have never happened. However, because of someones mistake I am now out $700. I do not feel this is fair especially when I have been a loyal customer for 5 1/2 years. I am hoping that I can speak with someone in corporate to express my frustrations and answer my questions.