Customer needs help

 I have had xfinity wifi for over a yr now. I was fed up with tmobile service & cost. So on 9/7/25 I  went to your store @ 88th & Washington in Thornton CO. We moved 4 phone lines & 1 watch. I was not offered the trade in option. One phone was ordered and I was told I would have by 9/9/25. The phone did not arrive. My son's line we thought he would keep his current phone however our former carrier locked it and will not unlock it.  On 9/8 I went to the store 144th & Orchard Pkwy. Marquis helped me. He informed me that I did not have enough credit to get my son a phone. He also asked me if they traded in my phones. He informed that I could have saved $2600 by trading my s25 in. Initially he said he was going to make it all right and get me the credits. More on this. He said I  needed to call Customer Care to get the increase in credit. I did. I spoke with Andrea. She found an account in my name from years ago and said she would merge the accounts. This would give me the extra credit to buy my son a phone. She said she would call me back once it complete. Never heard from her again. On Tuesday the phone I ordered had not been delivered.  I waited an extra day just in case. On Wed 9/10 I called Customer Care spoke with Stacy. She let me know the phone that was ordered doesn't come out till 9/29. Mis informed by the store. Canceled the order. Asked if the credit was fixed so I could buy my son a phone. She said she would call me when it was. A few hours later Sarin called on the behalf of Stacy and let know the credit was fixed. Did I want to order the phone. I said no I would go to the store to get it. On Th 9/11 Stacy called to see if I wanted to order the phone again I said no we are going to the store to pick it up. That night went to 144th & orchard store. Marquis wasnt as willing to help. He told me I had to go back to 88th & Washington to have them fixed it. He slso let me know the credit was not fixed. I called Customer Care again. Spoke with a gentleman who told me, my husband & Marquis that he would make me primary on my husband account and that within 48 hrs the accounts would be merged and the credit would be increased. This brings me to today. No phone call from Customer Care. So I went to the store at 88th & Washington and spoke with Steve a manager. I tell him my week long story. I tell him about the missed credits and cell phone not being delivered.  He tells me accounts can't be merged. He has never seen it in his 10 years. He says he will create a ticket about the credits missed and will call me back on Tues or Wed to let me know. As for the credit he will do a request for an increase. That is all he can do. I left the store feeling so very frustrated.  I personally have been in Customer service for 35 years. I am so mystified with the lack of empowerment, ownership and run around I have been through. At 1:18pm I call Customer Care again. I speak with Lucy and she tells me nothing she can do. I ask to speak with her boss. I was on hold for 1 hour 39 minutes to have the call disconnect.  Never spoke her manager. I was told several times there was nothing they could do anyways. At 3:01pm I call back. I get a hold of Keith.  He was the first helpful person to a point. At 4:47pm Keith tells me I have fixed everything.  He tells me to go to the store and I should be able to get a phone. I call my son who has patiently waited all week for a phone. That I am going to get it. I drive to the store at 88th and Washington. Steve the manager greets me. I tell him I have been on the phone all afternoon and was just told it is fixed. He gets me with Saul. Saul is looking and not getting the phone. I ask if there is a problem. He says he sees the note about the approved credit however when he trys to process it says I don't have enough credit. He finally says maybe I should call Customer Care. So at 5:30pm I call Customer Care. I tell the story. I ask about the credit and she says that I need to speak with the store manager. Steve has already gone home. So another guy comes over. He doesn't introduce himself. He just says there is nothing he can. At this point I  am just so frustrated. I asked the Customer Care person on the phone who is saying the store has more access and the store is saying Customer Care does. The manager then asks me to go sit on the couch so Saul can help other people. I was so shocked. No ownership. No desire to help. I left the store. Stillon hold for a manager with Customer care. I then walk back to the store. No one says anything to me. I have to walk around to find the manager. He is talking with employees. I ask him for the district manager information phone # & email. I am told that they only have an email. I am also told that they cannot help me either. I am still holding for a manager with Customer Care. I go back to car. A manager never answers.  In fact at 6:25pm the call is disconnected again. I call Customer Care again. I repeat my story.  I am amazed at the lack of care for people that I have been shown. I have only been a customer on your mobile side for 6 days and no one cares to resolve the problem. At every point all I am told is it is someone else and to wait 48 hours. My patience are very thin by now. I tell my story again. I ask to speak witha manager. I am told they cannot help. I insist. I hold for 27 minutes and the call is disconnected.   So yes I call again at 702pm. I leave the store and drive home. I am currently still on hold for a manager.  I have been holding now for 1 hour 10 minutes.  

Now you know my full saga that has lasted a week. I still do not have a phone for my son. I have been disconnected again at 8:14pm. I have no resolution.  I truly feel no one cares to resolve my issue. This is very sad. 

I will tell you your company has a lot room for improvement in Customer Care.  Your employees in Customer Care and the stores need to be empowered to resolve customer issues. Managers need to take ownership when there is an issue. If the manager is on another call which is what I was told everytime I asked to speak with one, there should be a process to call the customer back. Also, its a hugh issue that managers are always on the phone with other cutomer issues. Why are you Customer Care not empowered to resolve problems. Why doesn't someone take ownership? Why doesn't your store staff have a way to communicate with Customer Care team? Why don't they work together? Aren't you all one company one team? Why aren't your store managers authorized/empowered to take action and resolve an issue. You trust them with all the inventory and a staff why not empower them to resolve issues. Why does everyone in Customer Care and the stores defect the issue to someone else. Do they do this since that is how they are treated? Or they are afraid of losing there job? Does Xfinity mobile not know or understand that a unhappy customer will tell 100's of people about there experience versus a happy one only tells one maybe two. That is the cornerstone of Customer service.  

The resolution I want and expect is the credits that should have offeredon a day one should been applied to my account. I should get the increase in credit that I have promised and told I was getting on Monday. On Monday 9/15 I  should be able to get my sons new phone.  I also feel there should be compensation for all my hours, gas used to drive to the store, and general pain I suffered from this experience. It is 2025 customers shouldn't have to wait 48 hours for responses.  Technology is way to advance.  I have several different witnesses to how I have been treated and the things I have been told over the phone.

I will be eagerly awaiting a response. 

Holly A