Xfinity [Edited] activation of mobile device leading to trade-in being rejected and inflated bills

Both my phone number and my wife’s number were previously under my friend's Xfinity account since I was living in an area without Xfinity coverage. In late November/early December, both of us ported our numbers out.

After moving to a location with Xfinity service, I opened a new Xfinity internet account and took advantage of a mobile trade-in offer at Xfinity store. I ported both numbers back to Xfinity, purchased two new iPhone 16 Pros with unlimited data plans, activated the new phones (I even got activation messages for both lines), and sent our old phones back as part of the trade-in process.

Unfortunately, only one of the trade-in devices was accepted, and the other (belonging to my wife) was returned to me. Additionally, I later discovered that my wife’s phone number was missing from my account. When I inquired at the store, I was told not to worry since her phone appeared to be working normally, so my account had 2 unlimited lines but only 1 line had an associated number.

In early March, I learned from my friend that my wife’s number was still linked to his account and was being charged by the gigabyte — despite my understanding that I had successfully ported it back to Xfinity with an unlimited plan.

As a result, I have incurred:

• A $600 loss from the failed trade-in process.
• A $150 charge to my friend for the unintended gigabyte-based usage.
• Several hours spent attempting to resolve these issues.