Urgent Executive Escalation — Xfinity Mobile Sales Promise and Account Setup Errors

I am requesting immediate escalation of a serious customer service complaint regarding our transition from T-Mobile to Xfinity Mobile.

We were specifically told that we could receive up to 12 mobile lines, new phones, and watches for approximately $250 per month if we switched from T-Mobile. We relied on that representation when deciding to move our service.

Xfinity has now ported seven of our lines from T-Mobile, but we are being told that there are no promotions available for the new phones we were promised.

Additionally, Xfinity entered our address incorrectly, created two separate accounts, and caused us to spend approximately 10 hours on the phone trying to correct problems that were not our fault.

We made this switch based on the offer presented to us. We should not be left without the promised phone promotions after committing to the switch and transferring seven phone numbers.

I am requesting:

1. An executive-level review of the original sales offer and the representative’s promises.
2. A review of available sales records, order history, call recordings, and any written promotional details.
3. Correction and consolidation of the two accounts, if appropriate.
4. A written explanation of how Xfinity intends to honor the phone and watch offer we relied upon, including the approximately $250 monthly price.
5. A review of any costs, losses, or additional expenses caused by these errors and a reasonable resolution.

Please preserve the original sales records and call recordings associated with this transaction. I would like a formal case number and a written response from someone authorized to resolve this dispute.

We have already invested considerable time in trying to resolve this directly. If this cannot be resolved promptly, I intend to pursue complaints with the FCC and the Michigan Attorney General.

I expect Xfinity to take responsibility for its sales representations and account setup errors and work toward a fair resolution.