Porting from Xfinity to T-Mobile

Dear Xfinity Mobile Support Team,

I am writing to formally file a complaint regarding the issues I have encountered while attempting to port my phone number from Xfinity Mobile to T-Mobile. This situation has caused significant inconvenience and jeopardized my eligibility for a T-Mobile promotion.

Background of the Issue:

1. I have fully paid for my Xfinity Mobile iPhone 14 Pro Max. However, I no longer have access to that device and therefore cannot receive the required Security PIN via SMS on the number ending in 4559.

2. I made this situation explicitly clear to Xfinity representatives during multiple interactions—via chat support and repeated visits to Xfinity stores. Despite my explanations, I was assured that I could retrieve the Security PIN through the Xfinity Mobile app. Unfortunately, this option was not available in the app.

3. Most concerningly, during one of my recent store visits, a representative inappropriately canceled my line of service and removed the phone number ending in 4559 from my account without my consent. As a result, I no longer have the ability to request the Security PIN required for the porting process.

My Concerns:

• The improper cancellation of my line and removal of my phone number from my account have sabotaged my efforts to switch to T-Mobile.

• Xfinity Mobile’s mishandling of this situation has directly affected my ability to qualify for the T-Mobile promotion, which is dependent on completing the port request.

• I have invested considerable time, effort, and money by visiting Xfinity stores multiple times and contacting support, yet the issue remains unresolved.

My Requests:

1. Immediate Reinstatement of My Phone Number: I request that Xfinity Mobile reinstate my number ending in 4559 to my account and provide an alternative method for generating the Security PIN that does not require SMS.

2. Accountability for Service Disruption: I request an explanation and acknowledgment of the inappropriate cancellation of my line of service, which has caused significant inconvenience.

3. Expedited Resolution: I urge you to escalate this matter to the appropriate teams within Xfinity Mobile to ensure a prompt resolution.

This situation has been highly frustrating and entirely avoidable had my concerns been addressed appropriately during my initial interactions. Your mishandling of my account has not only disrupted my ability to transition to T-Mobile but has also jeopardized my financial and promotional benefits as a consumer.

If this matter is not resolved immediately, I will have no choice but to escalate this complaint to the Better Business Bureau (BBB) and explore further actions to ensure my consumer rights are upheld.

I have made every effort to ensure the success of this request by following all the instructions provided, multiple times. I expect T-Mobile to honor the promotion I was promised, regardless of whether the failure to port my number is due to T-Mobile’s or Xfinity’s fault. As a T-Mobile customer, I trusted your assurance that I could successfully port my number, and despite my efforts, this process has failed.

I also believe I should be compensated for the inconvenience, frustration, and financial burden this situation has caused me. I have spent considerable time, money, and energy repeatedly visiting Xfinity stores in an effort to assist with this request, yet it remains unresolved.

To make matters worse, I was misled by the store representative, Manuel, who sold me the phone. He failed to provide the correct promotion from the start, denying my iPhone 11 Pro trade-in despite the promotion stating that any condition would qualify for an even exchange. He explicitly told me that the iPhone 14 I purchased would be fully paid for with no additional payments required because its value matched the $630 promotion. He instructed me to contact customer service to ensure the phone was unlocked and fully paid off, which turned out to be completely false.

This misinformation and mismanagement have caused me significant distress. I want this documented and reported immediately. I have exhausted every resource within my means to assist with this request and cannot continue. How many more times am I expected to go through this process? It is imperative that this issue be addressed, the promised promotion applied, and appropriate compensation provided for this ordeal.

I have been informed by Xfinity that I should be able to retrieve the Security PIN through the Xfinity app, as I still maintain Xfinity home internet service and have access to the app. However, despite updating, deleting, and reinstalling the app multiple times, the option to retrieve the Security PIN has never appeared on my end. This has rendered it impossible for me to port my number.

I am unable to retrieve the Security PIN from Xfinity via SMS as the phone line has been disconnected and removed from my account following several failed porting attempts by T-Mobile. Additionally, I do not have the financial resources or transportation to travel back to the Xfinity store to address this issue or obtain yet another Security PIN.

Nevertheless, I firmly believe that the promotion promised to me must still be honored, as this situation is entirely beyond my control. I request that this matter be escalated to leadership immediately to ensure that the commitment made to me is upheld.

Attached to this email is a copy of the most recent Security PIN request I took while at the Xfinity store, which demonstrates my efforts to resolve this matter.

I expect your urgent attention to this matter and look forward to your prompt response.

Sincerely,

Jordan