Xfinity Mobile False Advertisement

I tried to place orders to upgrade my husband and I's phones online so we did not have to go to the store with our children (ages 7, 5, & 2). I had a $300 promo code so I decided to upgrade early for Mother's Day. I placed the first order for my husband's phone then needed an agent to help apply the $300 promo code for my phone. I received an email stating that I needed to complete additional verification and to expect a call the next day. 

I answered the call and the agent that I spoke to could not complete the verification. He continued having me input my SSN and then told me it was not going in correctly so I needed to speak with a supervisor to continue the verification process. The same individual remained on the phone, telling me he was the supervisor. I was not transferred to another person, the person had the same voice, and used a generic first name. I called back after being continually asked to verbalize my SSN and was told that I would need to finish the transaction in a store. 

We packed up all three kids to go to the Manchester NH store in the Mall of New Hampshire only to be told we don't have time to help you, try the Bedford, NH store. We packed the kids back in the car and drove across town only to be told that they could not help us until it had been 24 hours since the online order was placed or if an online agent canceled the orders since they could not touch online orders in store. I reached back out and had an online agent cancel the orders. 

We returned to the Bedford, NH store today with all three kids to do the transaction in person. We worked with someone who had her child at work who was running all around the store, taking my children's coloring books/supplies and toys, and was generally disruptive and distracting her mom. As such, the $300 promo code I presented was not correctly applied. In addition, they did not help us transfer our data and told us to take our old iPhones to Apple to have them do it then return the old phones. This is the first time that has ever happened. The only thing they tried to do was increase my husband's iCloud space without permission which charged me $.99 on PayPal without my consent. 

We left to get help with transferring our data and Apple did not have appointments available. As such, we called their customer support and had to figure out the process ourselves. At that time, I noticed that the $300 promo code was not applied. I contacted customer service via chat and the agent could not help me and suggested I speak to someone on the phone. I asked for a call 45 minutes later as my data was still transferring but they called immediately. The first person listened to me then miraculously got disconnected. I called back and spoke to Mary who was the most competent person I have dealt with thus far (minus her promise not coming to fruition). Mary put me on hold for about 45 minutes while she worked with the "back office" to apply the promo code to our account. She also advocated to apply a second $300 promo code on the second device given our terrible experience. She stated that I needed to return the old phones when our data had transferred and upgrade to Unlimited Select as we were still on an Unlimited Intro plan. She said she would put notes in the system and guaranteed a $300 promo code would be applied to each phone multiple times. 

Unfortunately, we canceled our dinner date reservations to continue to deal with this issue. We returned the old devices to the Bedford, NH store and had them change us to the Unlimited Select plan as directed by Mary. Upon checking my account, there are not $300 promo codes applied to either phone. I reached back out via chat and was told I would have to return the phones we finally got working to reorder new phones online to receive the $300 promo codes promised. This was reiterated by a supervisor and I was told to contact the Xfinity Customer Security Assurance team. I will reach out to them tomorrow Sunday, 5/3/26. If I do not receive resolution tomorrow, I will also be filing a complaint with the BBB, FCC, and the NH Consumer Protection and Antitrust Bureau with the Attorney General's office on Monday, 5/4/26 for false advertisement and breach of contract. I will also be sure to share our experience on social media to warn family, friends, and colleagues.

I have spent over 20 hours on the phone, in a store, or utilizing the chat feature to remedy this upgrade issue. As a longtime Xfinity customer this experience has proven to be unacceptable and is beyond egregious at this point. It is my hope that meaningful resolution and compensation for my time at this point is rendered upon receipt of this message.