Really Frustrating experience.

Hello, I have been having a really difficult time over the past few months as an Xfinity customer and have tried to seek support in store and online through the chat and have not gotten anywhere. I have detailed the events below.

April 18: I visited my local Xfinity store in center city philadelphia to inquire about switching phone carriers and upgrading my phone. Based on the promotions available, I was interested in doing both.

I was told that if I traded in my iPhone 13 and financed a new iPhone 17 through monthly payments, I would receive $500 off the new phone. I was told I could switch my service from AT&T to Xfinity that day, but because it was a Saturday, I would need to wait until Monday for my financing approval to get the new phone. That seemed reasonable, so I switched my phone service to Xfinity with the understanding that I would return on Monday to complete the phone purchase.

April 20: I returned to the store and was told my financing approval had not yet gone through.

Over the following days, I made multiple additional trips to the store and continued to receive the same response: my approval was still pending.

About a week later, I returned again and was told something completely different…that I had never qualified for the promotion because customers must have Xfinity Internet service for six months before they are eligible for device financing. For context, I became an internet customer February 2nd. This was the first time I had heard this requirement. Had I been told this from the beginning, I would not have switched my phone service at that time. I asked the original representative to call me to discuss what had happened, but I never received a call.

At that point, I decided to take my business elsewhere and visited another Xfinity store on the Main Line. The manager there told me the previous representative was incorrect and that I did qualify for financing after all.

A few days later, she contacted me again to say she had made a mistake—I actually did not qualify and would, in fact, need to wait six months.

By this point, I had visited Xfinity stores five separate times and received multiple contradictory explanations.

Two days ago: Now that six months have passed as an internet customer, I returned to the Main Line store expecting to finally complete the purchase I had attempted to make back in April.

I was told I am STILL not approved by financing, but that this should hopefully resolve within a few days. I am told once financing is approved, I will get $315 for my iPhone 13 trade-in.

I explained that when I originally switched to Xfinity, I was promised $500 toward my new phone. The representative responded that the $500 promotion is only available to new customers. I explained that I was a new customer when this process began, but because I was instructed to switch my phone service before I was actually eligible to finance the device, I lost access to the very promotion that convinced me to switch in the first place.

In other words, I am now being offered less for my trade-in because of repeated misinformation provided by multiple Xfinity employees—not because of any action on my part.

Today: I have now had multiple conversations with chat support staff which continue to not lead to any solutions.

After months of conflicting information, multiple unnecessary store visits, and relying on the guidance I was given, I am simply asking Xfinity to correct this mistake and honor the original promotion that was promised to me when I became a customer.