Trade-in FAILURE AND INSANITY AFTER 4 MONTHS WAIT & RIDICULOUSLY TERRIBLE CUSTOMER SERVICE
There is something seriously wrong with xfinity service. I purchased a new iphone 15 with them on Sept 2023 given the $700 old phone trade-in promotion. There was a mix-up with diagnostic the first time around where they managed to interpret a crack on the SCREEN PROTECTOR (seriously???) as damage to phone and I had to resend that phone in after at least 6 calls to different departments and confirming the sending instructions. My old iPhone 11 was dropped off again on OCT 11 (I have UPS receipt and photos of phone front and back in good condition) and to this date, I have not received my credit-back nor any update for the phone status. I made well over 13 xfinity mobile/customer care calls (each taking well over an hour, not including the times I get bounce between departments and companies), multiple online/app chats, and in store visit, spoke to at least 3 different supervisors and 2 managers with over 3 “cases” created without receiving any valid updates for 4 months. I receive a different answer every single time I call in (they can’t even keep a cohesive story together), including but not limited to “it is being evaluated/processed, you will see credit next month”, “I don’t know who you talked to but it never arrived at warehouse/case they created was wrong and let me create another for you” (with the next agent saying it’s being evaluated, rinse and repeat!) and my favorite “let me create a ticket for you because there’s nothing I can do, you should get an update within 72hr” (update which literally never happened over course of 4 month). One case got closed without any explanation at all and the other mentioned as created wrong for something else. The last supervisor I spoke to said “be rest assured” she will get this taken care of and credit applied before end of call, asked me to hold for 10 min and then stood me up and made me wait over 2.5 hr on the call (and this is a common theme in past calls). The manager I spoke to in store today said no one is even assigned to my case that was created a long time ago with due date long expiring and also said he is not able to do anything but submit a ticket and told me to just keep waiting (AFTER 4 months of radio silence???). Xfinity is a big lying company with incompetent agents that are purposefully hard-to-reach with only goal to get you off the freaking phone because they don’t have jurisdiction nor training to take any corrective actions and would not hesitate to lie to your face to reach that goal. I want my money or phone back but they made it clear over 4 months that they don’t care about feelings of their customer and you should just swallow your loss. Definitely submitting a claim to BBB. Any other actions recommended? Has anyone tried filing a lawsuit in small claims court yet? Is that the only way to get their attention and your money back? This is fraud right?