Senior citizen needs immediate help!!!!! Almost was a customer need acct closed!!!

Xfinity history

On June 2, 2026,I called them to check on private Internet connection in the senior living facility and was Told yes available at our address will send technician Friday afternoon June 5…

During this call, the operator assured me that due to Internet being available, I could qualify for a new phone therefore I had a discussion with her and she decided an iPhone 15 or 16E would be the best suited however, as she could no longer order the 16 E ..So against my better judgment, I went ahead and said sure… however after getting off the phone, I went and did some research and found that the iPhone 15 and the iPhone 17E was  the same price and decided that this would be a better phone and last longer for me so within two hours called back to tell them I wanted the 17 E instead … They said it had already been sent out to me and would go ahead and change my order and send the 17 E also and I could return the 15 as it was in A1 shape which I never attempted to open the box it came in.

But due to the below circumstances, this was not a good choice

The technician arrived checked out the wall cable and said it was dead and would need into the maintenance room of which there was nobody available to show him where that was… remember, this is a senior living complex ..He left.. I’ve then called and rescheduled for following Tuesday, 8 June, another technician came checked the wall outlet again in both living room and bedroom, he looked at the cable maintenance room and he spent some time there and after summarizing the issue told us that there was no live wires coming up to any of the apartments and phoned a superior and they told him after checking their records there was absolutely no service available in our building.

Now, knowing that I have no Internet available through them, and that my discounts were dependent on having Internet and new phone I called them today June 11 and told them I would need them to cancel the Internet orders, even though they insisted that yes it’s gonna work in your building. I said no you have had two technicians and a superior saying it would not work.  Therefore, I asked to be released and made whole on any of the Internet costs as there should not have been any.

During this call the lady I talked with.. Let me tell you for six long hours off and on with no satisfaction whatsoever… She did assure me that there would be no cost to me on the Internet exploration…

I told her that I would like to wait until the iPhone 15 was received, and I was given refunds for being charged on my credit card $93 for the iPhone 17 E and $109 for the iPhone 15 respectively for each, Before I activate the 17E as to avoid further confusion.  I do have verification that the iPhone 15  was received in Tennessee with the FedEx sticker that was sent to me and an email confirming this.

When I asked for clarification on if I kept  the 17 E what would my cost be per month for the phone and service, she was all over the place with prices and services… being very confused and exhausted. I then asked if I could just buy the $599 phone and let’s be done with the whole mess…. She adamantly told me that was not possible and would charge me $400 to do so on top of the suggested retail price of $599.. what!!!

I am at 79 year old female who takes care of her handicapped veteran husband of 60 years and all I want is to have a simple phone and service at a fair rate on my restrictive budget.  I depend on a phone due my husband and my disabilities.  The ladies that I talked to were quite good at their job of selling your products… However, being talked into something is not good business for a large company as yourself.

What I would truly like is to buy the phone for $599 and walk away from this whole ordeal and have some peace and calmness and serenity for the rest of my life.