complaint

I have very little hope and expectation that this complaint will go anywhere, but I'd like to give Xfinity Mobile all the due opportunities to reasonably address my issues. I have been a Xfinity Internet customer  for more than 10 years.

Here is what happened:

1. I originally had 5 lines with T-Mobile 
2. On 2023-09-26,
   1. I went to the Xfinity store on [Edited: "Personal Information"] to switch all the 5 lines to Xfinity Mobile for the September to October iPhone trade in promotion (https://slickdeals.net/f/16921651-xfinity-mobile-up-to-830-off-apple-iphone-15-via-24-mo-bill-credits-w-trade-in-from-15-mo-for-24-months-new-existing-plan-activation-req)
   2. I had an Xfinity rep on site working with me.
   3. The rep told that I can upgrade all my phones and move all five lines from T-Mobile to Xfinity
   4. The rep start processing the order by ordering new phones.
      1. The first phone ordered was an iPhone 15 Pro 128GB. Order went through
      2. The second phone ordered was an iPhone 15 128GB. Order went through
      3. While in the process of ordering the third phone, the order did not go through. 
      4. After some investigation by the rep (he called corporate as well), it turned out my account had a $2000 DPP credit limit and was only enough to finance 2 phones. 
      5. Furthermore, I was told that my account was only eligible for 4 lines instead of 5
   5. The rep tried to convince me to move 4 lines first, and that my line credit should increase after a month or so, and I should be able to move the 5 line. 
      1. I said I will need to think about it first, and ask the rep to cancel all orders.
   6. The rep was able to cancel the order for the first iPhone 15 pro 128GB and fully refund the DDP credit.
   7. The rep was NOT able to cancel the second order for the iPhone 15 128 GB. According to the rep, the iPhone 15 128GB was already in preparing for shipment and that his computer does not allow him to cancel
      1. He said it is not a problem and that I can just bring the iPhone 15 128 GB  back to the store
   8. I agreed and left the store. 
3. on 2023-09-29
   1. I received the iPhone 15 128GB, and on the same day, I returned the iPhone 15 128GB back to the same Dublin store without opening the package.
   2. The same rep told me that all the refund should be credit back to me within 24 to 72 hours. 
4. On 2023-09-30, I visited the store again and worked with the same rep
   1. I told the rep that I will move the 4 of the 5 lines from T-mobile and upgrade 2 phones. 
   2. The DPP credit from the return of "iPhone 15 128GB" have been not refunded yet, but the rep said that credit should be in soon. He said I can upgrade one phone first and the other later that week after the credit is refunded.
   3. I agreed, and move 4 lines to Xfinity mobile in good faith, and upgraded one line to iPhone 15 Pro 128GB
5. From 2023-09-30 to 2023-10-12
   1. I communicated many times through
      1. Xfinity live agent chat
      2. Xfinity mobile support call center (888) 936-4968, 
      3. The same rep and store manager at the Dublin store.
   2. The experience with Xfinity live agent chat and Xfinity mobile support were no help mostly. They did not seem to even understand DPP credit. 
      1. You are welcome to review the chat record I had with them
   3. The rep and store manager tried multiple things, but the issue does not get resolved.
      1. To their credit, the rep and store manager tried very hard to help me resolve the issue, and even contacted corporate in multiple times. 
      2. They also open a ticket for me [Edited: "Personal Information"] which I appreciate it.
      3. They said they would be able to help me get the promotion once the issue is resolved even if the promotion is over because it was due to an issue on Xfinity side.
      4. They also offered me $100 credit for the trouble
   4. They asked me to come to the store again after I see the DPP refund.
      1. I agreed and left the store
6. The issue was unresolve before the promotion ended.
7. On 2023-11-10
   1. I saw the DPP credit was refunded back to me when I checked online
8. On 2023-11-12
   1. I went to the store.
   2. The same rep also confirmed that the credit is back.
   3. However, he said he could not get the trade in promotion for me since the store manager was not there
9. On 2023-11-14
   1. I was contacted by the store manager; he said he tried to get the trade in promotion for me, but he was unsuccessful to after trying different ways.
      1. He suggested for me to just wait for the next promotion around Christmas when they usually have similar deals. 
   2. He gave me $100 store credit. 

My complaint:

1. While I really appreciate all that the rep and store manager has done for my issue (and I believe they have tried their best), I am ultimately frustrated and disappointed by the whole experience. I am especially disappointed that Xfinity Mobile, as a company, does not seem to be willing or able to own up to their issues. I definitely feel misled and cheated. I acted in good faith to move the lines, and I was taking all Xfinity Mobile's words in face value. 
2. Telling me to wait for the next promotion is not a reasonable solution
   1. Furthermore, I did a quick search, and the Christmas promotion in 2022 was ONLY for NEW lines only, and would not help me with the lines that are already ported over to Xfinity.