complaints

Yesterday, at approximately 9:30 EST, I contacted Xfinity.  The purpose of my call was thoroughly explained to the rep about my problem.  I wanted to pay off my existing mobile phone service for the Galaxy Z Flip 5.  I explained that the phone is damaged, and when I looked into an insurance claim, there is a $99.00 deductible.  Since I only owe $233.00 on the phone.  It made no sense to pay $100.00 to fix a phone and still owe $200.00 when I could pay off the phone and upgrade.  So that is what I did.  I also told the rep.  I wanted another phone.  I also explained to the representative that I was paying too much on the past-due bill because I was paying $20.00 past one gig on both cell phones on my plan.  The rep took 100.00 off the balance of the bill.  I was thankful for that gesture, although in my opinion, he should have removed all of the charges because I was only told that it would be an extra $20.00 if I went over the allotted gigabyte.  It was not explained that I would be paying $20.00 on every gigabyte exceeding 1.  THAT IS ROBBERY!  I would never have agreed to that.  Next, I asked about the existing bill.  I decided to remove insurance coverage from all devices to lower the mobile bill.  Insurance was removed.  Then I communicated that I wanted to get the Galaxy Z7 fold phone.  The rep told me I had to settle the balance on my account.  I told him I only had $300.00.  He told me to make arrangements for the remaining balance, and once I make arrangements, I will be able to order my phone.  So, I made the arrangements.  He also told me that he will change my due date so that arrangements would be sustainable.  So, I changed the due date to the 15th.  He told me.  My first payment would be $50.00 of the past owing arrangements on August 15.  He then told me that I would have to wait a few hours until the system update was complete, and he advised me to wait until the next day (today) or a few hours later.  He said the system will update, and then I can call back and place my order for the Galaxy Z7 Fold Phone. Today, 07/16/2025, I called Xfinity back at 8:00 EST, and not only were the payment arrangements not on the account, but there was no notation in the notes indicating that I had requested the Galaxy Z8 fold.  Yet another representative informed me that she would recapture the payment arrangements on the account. However, since I am making payment arrangements on the account, I can't upgrade on the phone until after I have paid off the arrangements.  She stated that she doesn't know why the last rep gave me wrong information.  I am very dissatisfied with the inconsistency in the procedures and policies of your representatives.  It appears that information changes depending on who you speak to.  I request that someone investigate the call and contact me to resolve this matter. At the very least, I should be allowed to purchase a phone despite the payment arrangements, as I have been an existing customer for 8 years and have had no service interruption. If I had known that I wasn't eligible for an upgrade, I wouldn't have canceled my coverage, as I am now without a working phone.  Unethical practices should not be tolerated at your company.  Resolving issues to protect the interests of loyal customers should be a business strategy.  I plan to disconnect my services and make payment arrangements for the devices, then switch to a different carrier for my security features, cable, Wi-Fi, and mobile services if this matter is not resolved.  The person I spoke to knowingly misled me when he tried to place my order last night for the upgrade; he knew it wouldn't go through at the time. That is why he told me to call back in a few hours, because in a few hours, he wouldn't be there, and someone else would have to handle it.  He and I were on the phone for a long time.  He felt he had done his part, so this was no longer his problem.  He told me that when I call back, the system would have updated, and I wouldn't have any trouble placing my order.  I expect a phone call back at my telephone number on file.  Failure to call me back will result in my decision to leave Xfinity, and I will report Xfinity to the news for unethical practices. I will also report you to the Better Business Bureau.  I plan to share my experience on social media, offering everyone my perspective and knowledge on this matter.  I also plan to contact my attorney regarding the remedy for unethical business practices.  I will not call back to see if you are taking my complaint seriously.  If I don't receive a callback today, I will assume that I won't hear back from you, and I will move on to somewhere else.  The representative that I spoke to today guaranteed me that someone would reach out to me.  It is now 5 hours later.