Scam for paying your device off if you move your line over to Xfinity

At the outset of this new year, I initiated a conversation with Xfinity’s customer service chat to inquire about the possibility of upgrading my internet service. During this interaction, the representative informed me of an enticing promotion. If I were to transfer or open my phone service from Verizon to Xfinity, they would cover any outstanding balance and the associated phone bill. This offer seemed too good to be true, prompting me to question its authenticity.

However, I found myself in a predicament. I am required to pay $2,300 to Verizon to settle the remaining balance for the five lines I transferred over at the beginning of this year at the end of this month. This decision was made based on the assurances provided by the representative I spoke with, who assured me that Xfinity would handle customer concerns and that I would not incur any additional charges beyond the activation fee.

Despite my efforts, I have been unable to resolve this issue. After contacting and speaking with twelve different customer service representatives from various departments over the past two months, I was informed that the gift cards would be delivered to my email by February 23rd. However, this date has passed, and I have been informed today that there is no record of the representative communicating with the promotion department regarding this offer.

I have even uploaded my last bill and the remaining balance on the devices to facilitate the payment process. Unfortunately, these documents have mysteriously disappeared, and every representative I have spoken with has assured me that they will create a ticket number to escalate this matter to upper management. Regrettably, this has not been accomplished until today.

My ticket number is EMC0019980003, but I must wait 24-48 hours before receiving a response from Xfinity. Consequently, the only tangible outcome of this experience is the realization that I should exercise caution when considering Xfinity’s offerings. I am currently exploring alternative companies to transfer my services to, as I prefer to avoid being deceived by numerous customer service representatives. I was hung up on  two calls today, as they claimed to provide exceptional customer service, which I find to be a disingenuous claim. I’m running out of options and patience with this situation. If someone is able to help me I would be very grateful and extremely surprised because I have yet to have that from any employee from Xfinity. My guess this will be another dead end and a lesson learned.