Need help exchanging a mobile device.

I am requesting immediate escalation of an unresolved Xfinity Mobile exchange at your Roseville, MN store. Since September 20, I have spent more than 10 hours across five store visits, plus several hours on two customer service calls, receiving contradictory instructions, no promised follow-up, and no resolution. As of October 2, I believe I have only one day remaining in my 14-day return window.

On September 19, I ordered an iPhone 18 Pro under a trade-in promotion that would cover the device cost with credits for my iPhone 15 Pro Max. I picked it up September 20. No one offered setup assistance; they simply handed me the phone and sent me out. That was fine—I activated it myself. Within minutes, I realized it was too small and returned within a couple of hours to exchange it for the 18 Pro Max.

After TWO HOURS with an associate and the manager, Hunter, I was told a technical error required the “Tech Team” to fix something on the back end. They gave me a ticket and a number to call. The next morning, after being transferred and explaining everything repeatedly, I was told the ticket would not be resolved until 7 p.m. September 23. I had no choice but to wait. Xfinity never contacted me with an update.

I returned September 24 and again had to explain the entire situation. Why was an ongoing issue not clearly documented? I had to insist on speaking with Hunter, then waited nearly an hour for him to come out. This time, he told me exchanging the phone would cancel my promotion. I asked to return the 18 Pro, switch back to my 15 Pro Max, and place a new order myself. Apparently, that was not possible either. After another two hours, I left with a number Hunter said was for Assurant.

It was NOT Assurant. It was Xfinity Mobile customer service. I explained everything again. The representative told me to mail my trade-in because it was preventing the exchange. I confirmed and reconfirmed that I would retain the promised promotional trade-in credits toward the Pro Max. He assured me I would, said he noted my account, and gave me another ticket.

On September 25, the shipping QR code failed at the post office, so I returned to the store. I explained that I was already working with Hunter and needed to update him on the instructions from the number HE had provided. An associate I believe was named Jose disappeared into the back for 10–15 minutes, then returned to tell me the Pro Max 256GB was out of stock and I would have to wait another 45 days for my trade-in to cancel before ordering again. I was willing to wait for inventory. I was NOT willing to accept yet another contradictory explanation. I told Jose this was not what Hunter or phone support had told me. He went back, returned, and repeated the same script. Their position was essentially that I could not go back to my old phone, could not exchange the new one, and was stuck with a phone I did not want.

When I said this was unacceptable and should have been explained on Sunday, Jose became rude. He stated I should have read everything before signing and said, “You bought this phone and now you changed your mind and it's not our fault.” I had requested an exchange within HOURS of pickup. The unresolved technical error was not my fault.He then argued that I had called the wrong number. I had to open my call log and PROVE I called the exact number Hunter wrote down. Being accused and spoken to this way in front of other customers was humiliating. I followed every instruction your staff gave me, only to be blamed when those instructions contradicted each other. After another two hours, I was told to return in a few days.

I have returned twice since. On Wednesday, September 30, another 2.5-hour visit, Hunter said he would submit “unsolicited return” paperwork and call me Thursday with an update. He never did. I specifically asked for a call so I would not waste another trip if nothing had been fixed. Not one promised update has been delivered. I surrendered my trade-in at the store Wednesday night. My account still shows it has not shipped. You now have my old phone, while I remain stuck with the new phone I asked to exchange nearly two weeks ago.

Today is October 2, with one day left in my return window. I have another appointment this afternoon, but little confidence anything has been completed. Your phone support and store staff keep telling me different things, with no solution for the disconnect between themselves.

I need someone with authority to take ownership TODAY: complete the exchange to the 18 Pro Max with my promised promotional credits preserved, confirm my trade-in’s location and status, and protect my return eligibility from delays caused by Xfinity. Jose’s conduct NEEDS to be addressed.

If you cannot resolve this, authorize the return of the 18 Pro and arrange the return of my trade-in or appropriate compensation so I can CANCEL my service. I am beyond frustrated. I will not accept another two-hour conversation or verbal assurance with zero follow-through. I also deserve meaningful compensation for the hours I have lost, repeated trips, and significant inconvenience caused by Xfinity’s failure to resolve this issue. Simply completing the exchange does not make up for what I have been put through.