Xfinity ruined Samsung Z Fold 6 & fails to activate service

Xfinity ruined Samsung Z Fold 6 & fails to activate service

Previous owner:
Purchased Xfinity locked (as in Xfinity software is installed on the device and it must be connected to the Xfinity network, NOT unpaid/stolen/fraud) mobile phone online from someone.
Activated and used (mentioned above device) Samsung Z Fold 6 on their account for some time (8518) on IMEI#1.
Customer then tried to sign up for the new 5 year internet promotion with a free year of unlimited mobile service. (11/28/2025)
Xfinity support says a temporary # is being added to IMEI#2 to sign up for the promo, as it requires a new line activation.
Xfinity adds new # (????) to the phones IMEI#2.
Now both IMEI#1 (8518) and IMEI#2 (????) are occupied by Xfinity service. 
-^NOTE: I believe this is a violation of Xfinity policy^-
Xfinity claims once the new # (????) is activated they will then request it be replaced by the old # (8518).
Customer is told the process will take time, but if given services should be restored and ends call. 
Customer waits some time, days.
New # (????) fails to activate and old # (8518) no longer works.
Customer calls Xfinity to fix the issue over and over.
Xfinity is never able to resolve the issues.
Customer gives up and decides to no longer pursue re-activating the phone on Xfinity.

My experience:
I acquire the phone (same, Samsung Z Fold 6) from previous owner/customer (as above).
I sign up for as a NEW, never before - internet or mobile, customer for Xfinity service. (11/7)
I also want the 5 year internet promotion with a free year of unlimited mobile service.
I am unable to sign up online due to service being active at the residence I am trying to sign up for.
I call Xfinity support and explain I am moving and want to pre-activate my service without interrupting the current resident. 
Xfinity assures this is not a problem, so we order a modem to the residence and finish finalizing the details of the internet service.
Upon completion I am told the mobile part of the service will now be processed and activated, as it is separate process.
Xfinity asks for the phones IMEI (it has 2x physical SIM slots and 2x eSIM slots). I give them both eSIM IMEIs.
Xfinity has me remove the old information attached to both IMEIs in settings.
Xfinity then tries to claim issues with the phone and needs to confirm with the previous owner of its status and its connection to their account. To resolve this we 3-way call the previous owner and discuss/prove this isn't an issue. The agent also confirms this.
With the phone now clear, Xfinity claims there is still an error and the issue needs to be resolved by the "team in the back". I am given a ticket number and advised to wait for a return phone call once the issue is resolved.
I wait some time with no response, days.
I then proceed to contact Xfinity (chat, call, post, etc with internet support, mobile support, supervisors, customer care team, executive team, reddit team, etc) over the next 10 days.
(Even though I've summed this up with one sentence, this is the bulk of my interaction with Xfinity, totaling well over 15 hours.)
I have 3-way called the previous owner at least an additional 2 times to confirm the phone is no longer connected to their account, the phone is paid in full, and the phone is clear of any suspicion.
I have explained the situation to agents in every manner possible.
Most of the time with the real important details being ignored and basic solutions purposed.
Sometimes disconnected after hours of explanations-holds-and-transfers, sometimes looped to another T1 agent when asking for a supervisor, sometimes being transferred to the wrong department after what feels like agent frustration, etc and so on. 
While on text chat Xfinity often requires a message be sent every 2 minutes or you are threatened with disconnection.
While on the phone Xfinity will put you on hold with extremely overly loud music, to the point it distorts - even with the volume down.
Not to mention, when you do get an understanding agent, if you get disconnected for any reason Xfinity will under no circumstance reconnect you, forcing an entire restart of the process.
The website and app are often sited as options to view bills, plans, or make changes. However, in my case, neither function properly. I am unable to view the correct detailed information. I am also unable to change or add service my self to avoid dealing with Xfinity support.
I am also a 1 hour drive from an Xfinity store, so not an option I'd prefer as I do not have a car. 
Even through all the frustration I have still pushed on with contacting Xfinity to attempt to clear my phones IMEIs and activate service.
I do manage to get an agent to finally acknowledge my issues correctly, then advise me they will be escalated and resolved. I was provided a ticket number and told to wait up to 5 days.
I tried to explain when in the app I saw a date of 12/16 as a deadline to sign up for the free phone line and this was a huge concern considering after those 5 days the deadline would have passed. I was assured my actual contract said otherwise. I also raised concern I still had not received any details on the 50$ Visa I was suppose to be receiving for signing up using code "MC50". Again I was assured all these matter would be resolved so I ended the call and proceeded to wait.
I receive an email on 12/16/2025 stating exactly this word for word "Request to unlock your Xfinity Mobile phone for use with other carriers because our unlock policy requirements haven't been met".
This obviously is not what I was requesting so I believe yet again my issue has fallen on deaf ears and remains unresolved.
I have since then been called twice by Xfinity's marketing department to ask me who my mobile provider is and if I'd consider switching...
I even tried to explain my issues to both of these agents with no avail. The last one stating they couldn't transfer me to a supervisor, that they were closing. They also couldn't provide a ticket number, but they would arrange a call back, which I never received. 
Funny enough somewhere along the way my phone has been re-activated with the previous owners phone number (8518) on IMEI#1 and is working, showing it is connected to the Xfinity Mobile Network.
When I call to try to address any issues now Xfinity claims the phone is not connect to my account or the previous owners account. 
If I try to activate it myself via the website or the app both IMEIs report "Other Network". (12/18/2025)
To be clear, this phone has NOT been active on another network and is NOT active on another network.

What I'd like:
First for Xfinity to clear any connection to BOTH of my phone's IMEIs so I can then enter them into the Xfinity IMEI compatibility checker and prove nothing is left connected. 
For Xfinity to then activate my phone with a new # with the free year of unlimited mobile service I have been trying to sign up for.
Next I'd like confirmation, after the phone is active of course, that the conditions for receiving the $50 Visa have been met and that it will be sent out.
Lastly I'd like my bill to be adjusted accordingly. I am receiving emails about my up coming bill being due when I haven't even finished activating my service.

Last resort:
If this doesn't resolve the issues my only other avenue to peruse is contacting the FTC, BBB, State AG to file reports. 

P.S. Xfinity please take the time to thoroughly investigate these issues as there is an abundance of logs and records that should depict everything above and much more. I'd also like to request to NOT have to "go over / explain everything" again if possible.

Thank you!