Sold a Phone Under False Pretenses, Still Fighting to Return It Two Weeks Later

I have been an Xfinity mobile and internet customer for four years. After what I've been through at the store on Northwest Freeway in Houston, I'm done — and I want other customers to know what can happen here before it happens to them.

**How this started:** On Monday, July 20th, I brought in my iPhone 14 Pro Max — which had two separate phone lines on it, one personal and one for my business — for screen repair help. A salesman named Howard told me the device wasn't a screen issue, that the phone was simply broken, and that filing an insurance claim would cost more than just buying a new phone. Based on that, I bought a new iPhone 17 Pro Max. The line-transfer process hit problems during setup, and after a 2-hour wait I was told everything was completed.

**It wasn't true.** Doubting Howard's claim, I went to the Voss location, where a team member told me there was no deductible at all. I filed the insurance claim myself, and my original phone was repaired the same day. I also learned I had 14 days to return the iPhone 17 Pro Max — information Howard never mentioned.

**Then the return became its own ordeal:**
- **July 27:** Back at the Northwest Freeway store to return the 17 Pro Max, I was told my original order had never left "pending" status — no one could explain why. After nearly 2 hours, a rep filed a customer service ticket and told me to come back Wednesday to avoid wasting another trip.
- **July 29:** Ernesto tried to move both phone numbers back to the 14 Pro Max. After an hour, I was told there was still a mandatory waiting period and to come back in 48 hours.
- **July 31:** Another 2-hour visit, another dead end. Now I was told I might miss the return window entirely and would need an "unsolicited return," which could take up to **3 weeks** — during which I'd lose the use of at least one of my phone numbers.
- **August 3 (yesterday):** Yet another visit. Still no clear understanding/explanation on why there is a pending status on the tickets making a return impossible, still no resolution.

That's five separate trips, hours of travel and in-store waiting, and I'm no closer to simply undoing a purchase I was talked into with false information — a purchase I made in the first place because a salesman lied to me about my own insurance policy in order to close a sale.

On top of the return delays, no one has been able to confirm that I'll even get back to where I started. Before this whole ordeal, I had both my personal and business numbers running on a single iPhone 14 Pro Max — a setup Xfinity itself configured over two years ago. Even if the return eventually goes through, there's no guarantee I'll be able to have both lines back on one device again. So the "fix" I'm chasing after two weeks of wasted trips might not even restore the simple setup I had before Howard talked me into this purchase in the first place.

To be fair, Nadia and one of her teammates genuinely tried to help me sort this out, and I appreciate that. But their effort doesn't make up for a company culture where a sales rep can mislead a customer about coverage they're entitled to, and where "returning to the exact setup I had before" turns into a multi-week ordeal that risks cutting off my business line — with no guarantee I even get my original two-line setup back.

After four years as a customer, I'm moving my service elsewhere. If you're considering Xfinity mobile, go in with your eyes open — get a second opinion before you trust what you're told in-store, especially about insurance and deductibles.