Visitor
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1 Message
Xfinity Mobile Customer service lied and gave false information to make a sale
Hello,
I am writing today due to an issue with my Xfinity Mobile account. I have been with Xfinity Mobile for about 3 months now, and back on 9/13/25 I chatted in to customer service regarding options to upgrade my phone. The rep that I chatted with proceeded to sell me the new iPhone 17 Pro max and at that time there was a promotion for an $1100 credit towards a new phone with an eligible trade in. I had an iPhone 15 Pro max at the time that I was going to be trading in. I went through the whole process with the agent via chat, and they assured me that I would get the promotion and that I was going to be able to trade in my iPhone 15 Pro max for the new iPhone 17 Pro Max.
I received the new iPhone 17 Pro Max on September 19th and when it arrived it did not have a return label to send my old device back for trade it. About 2 weeks later, I chatted into customer service yet again, and was told that I could take my device into any Xfinity store to trade it in. Today (10/10/25) I stopped into the Xfinity store in Denver and spoke with the manager Aubreanna Hauser who informed me that the agent who originally placed the order for the new iPhone did not apply the promotion and also did not set up the trade in or send a label to return my old device and that I would basically be responsible for the full cost of the new phone. Luckily I saved my chat transcripts and have documentation of the entire conversation I had with customer service for your review.
I am hoping that someone can apply the promotion to my account and get me squared away so that I can remain a happy Xfinity Mobile Customer. Otherwise, I hope someone can escalate and direct this message to the proper department to get this issue resolved. I have also copied the manager of the Xfinity Store in Denver on this email as well just to keep everyone looped in.
I appreciate your help and support with this, and hope for a speedy resolution.
Best,
XfinityQuemekia
Official Employee
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637 Messages
3 days ago
Hi there @DenverDude87, thanks for reaching out to our Xfinity Community Forum. We are very sorry for the frustration and inconvenience this has caused. We want to assure you that we are taking this matter seriously and will investigate what happened with your upgrade and trade-in promotion. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "New message" (pencil and paper) icon
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
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