Recent Customer Service and store experience

Before I start, let me say that the employees at the Xfinity Store in Antioch, Tennessee having been doing the best they can to resolve my issue, but the lack of knowledge along with the lack of support (both customer and technical) is astounding.  It has gotten to the point that I expect poor customer service from Xfinity and is no longer a shock to me.  For this instance, the employees were getting mixed signals from tech support which resulted in the following comedy of errors:

I entered the store in Antioch on June 25, 2025 hoping to upgrade 3 of our 4 phones.  I really thought this would be an easy task that would take about an hour total.  This visit lasted 4 HOURS!!  I traded in three of my phones, we were able to successfully trade in two of them, but the third one was a iPhone 13 but Xfinity had it listed as an iPhone 11.  At the end of the four hours of waiting, I was told that Xfinity would call me the next day to fix the problem.  I heard nothing from them for the next 4 days!  

On June 30, after not hearing anything from Xfinity, I went to the store again.  This visit lasted 2 HOURS!  I continued discussions with Christion and no solution was made.  I had to leave the store for another appointment.

On July 3, I brought the iPhone 13 (spoke with Christion) in to continue working on trading it in as I was told to do.  Keep in mind this is now the third trip to the Xfinity store.  After another 2 HOURS, I was told to come back the next day with not only the iPhone 13 but also my son's new phone and it would only take about an hour and a half to get me up and running.  Keep in my the next day is July 4.  I was suprised that they were going to be open on the 4th and mentioned that to the representative and he assured me that they could get the problem resolved on JULY 4.

On July 4, I returned to the store and spoke with Jamone.  This visit last 2.5 HOURS!  I brought my son's phone and the iPhone 13.  THey then told me I needed to open a new line, get another new iPhone,  and switch the number to correct the problem created by Xfinity.  I was charged tax and some other fees totaling over $360 and was promised that it would be refunded (which as we sit here on July 18 has still not been done)  Once they successfully update the new phone, it had the wrong phone number.  This is the ONLY number my son has ever had and the representative looked at me like I was crazy when I told him that.  There was absolutely nothing the reps at the store could do, because even though the store was open, tech and customer support were closed for the holiday.  This was a complete waste of my time and on a holiday that I could be spending with my family.  I told the representative that I was headed out of town where there would be limited to no service for the next week and he assured me that they would be able to reach me.

On July 5-9, I heard nothing even though I was told I was going to receive updates.

Finally on July 10, I had to leave the camp that I was working at, as a director and drive 30 minutes in to get service and noticed that they had tried to reach me that morning (July 10).  After sitting at the local McDonalds so I could get service I was finally able to get his phone to function correctly.

Overall, I spent over 8 hours and two weeks of my time to simply upgrade three phones.

I was made to upgrade to the premium unlimited service, buy a new phone, add a new number, remove the new number, pay over $360 in taxes and fees and pay for the difference between the cost of the trade in and the cost of the new phone.  Not to mention the amount of gas I used on my numerous trips to the store and to receive service.  Never once was I offered any kind of compensation.  

This is absoultely unacceptable, especially for a "platinum" member of Xfinity who has mobile (4 phones), internet and TV service with you.  At the very least, I think all three of my phones should be free to me and my wife is due for a new phone as well.     

Without some kind of gesture from Xfinity, I am seriously considering moving to a different company, even if I have to pay full proce for thr new phones I just acquired.