Multiple Billing Errors, Misleading Promotions, and Poor Customer Service

My issues began when I contacted Xfinity on June,14 2025 regarding an unauthorized charge for an extra line on my account. This line did not have a phone number associated with it nor ordered by me. During this call, the representative offered a credit for this error which never materialized I realized later. Instead of resolving my initial concern, the representative proceeded to detail new promotion and I thought it was a good offer to trade phone even though I did not need new phone at the time.

The trade-in offer, as explained by the representative, was highly misleading:

• I was assured my monthly payment would only increase by $13.
• I was promised a $500 gift card.
• To address my hesitation about the $167 sales tax, the representative stated he emailed a supervisor to arrange an additional credit of around $80. This credit never appeared on my bill.

Upon receiving my new phone, I faced further complications:

• Xfinity representatives repeatedly called, pressuring me to activate the new device.
• I was informed I needed a new number for the Pixel, got a new number. Now I am being told I have send in my old phone back with my old number and I have to stay without phone until my phone number until they receive my old phone and do the process of porting the old number in to new device. I assumed it can take a week least and I can't stay without phone number till then. which was later rectified by a helpful technical representative who finally transferred my original number from my iPhone to the Pixel.
• My bill inexplicably jumped from $14 to $118. This included $75 for device activation fees for three lines, despite having only two active lines and the "third line" being the new Pixel replacing my old iPhone. I already paid activation fees for my two lines in month of February. I didn't understand why they charged activation fees for all lines including new google pixel which is not an additional line but they gave me new number for no reason. A representative previously credited $25 for an earlier billing error, but the remaining unauthorized charges persisted.
• A technical representative eventually understood my frustration and credited $50 for two of the wrongful device activation fees.

Most critically, the core of the trade-in deal has proven to be false. After finally sending in my iPhone and receiving confirmation of its acceptance, I was informed by multiple representatives that the trade-in promotion only offers a $13 monthly credit for the new phone, meaning I will pay $26 per month for the Google Pixel 9 Pro. I was explicitly told that the "fully paid phone" promotion and the $500 gift card were only for new customers porting devices from other competitors – a crucial detail never disclosed during the initial offer. This contradicts everything the original representative promised and is a clear case of deceptive sales practices.

I have spent an inordinate amount of time on the phone with Xfinity customer service, often being told issues would be followed up on, only to hear nothing back. A recent call from the customer survey team member on July 1st 2025 resulted in another promise of escalation and follow-up by Friday/Saturday (2-3 days), which also never occurred.

This is beyond frustrating. I got myself into 2 year contract and $900 unnecessary expense.