iPhone SE (2022) promotion

WHATEVER YOU DO, DON'T DO IT! READ EVERYTHING YOU SIGN. 

On July 17 I came to Xfinity my carrier of two years after my unlocked iPhone became inoperable. I asked Xfinity how I can purchase a phone with them as previously had been very happy with my service. Alexander was my sales agent at the Southgate Xfinity location in Colorado Springs Colorado, Zip Code 80906. He advised that they were running a promo through July 27, for a free iPhone SE. Alex advised all I’d have to do was add a new line to my mobile service and I would receive not only one iPhone SE for me, but another iPhone SE for my partner. So my partner agreed to move over from AT&T and we ported her number and he gave her an iPhone SE. He also gave me a black iPhone SE and advised MULTIPLE TIMES that both iPhones were free, under the promos room, ALL I had to do for my black iPhone SE to be free was to port a number over from either Google voice or a TracFone within 30 days. On August 3rd, 2022 I stopped by the Xfinity Store to port over my recent Google voice number (within the 30 days). The representative then proceeded to port my new number over. As he was porting my number over he advised the phone was still not free under the promotion because Alexander had placed the iPhone SE as an upgrade instead of the promotion. Meaning I was now locked into a 24 month contract for $500 after I had been advised multiple times the IPhone was free. As you could imagine I was livid that I had been sent home with this new phone under false pretenses. I asked to speak with a manager at the store and they advised me that would not do any good, and that the female manager is never in the office anyway. I asked how I could escalate this and they gave me the Xfinity mobile customer care number. I tried to get more resolution at the store however, they advised me there was nothing more they could do. They could not add the promotion nor add any credits to the account. I go home that night and I spent over an hour speaking with an Xfinity rep who tells me it needs to speak to the escalation team in the morning. They ended the call with me at 1 AM and proceeded to call me at 5:30 AM the following morning. I spent another hour on the phone with a customer service representative achieving absolutely nothing. The only thing achieved with Eli (a tier ll representative) is that he assured me over and over again that as soon as the Google Voice number is successfully ported on their end, the iPhone SE will be free. At this point I did not trust anyone from Xfinity, so I requested Eli send me email documentation advising the phone will be free once the Google number was ported. He advised he could not send me email documentation however all of the calls are recorded, and repeat it to me again once the Google voice number is ported, the iPhone SE WILL RECEIVE THE PROMOTION and the account will be  completely credited. Eli advises he will call me on Saturday (August 6th, 2022) at 8 AM to confirm the number is ported and apply the promotion. Saturday morning comes and no call. I called Xfinity, spend another hour and 12 minutes on the phone accomplishing absolutely nothing. The woman on the phone tells me that she cannot apply the promotion there’s an error code. At this point I am up to my head with frustration and demand that Xfinity find someone who can provide either the promotion or a FULL credit. She then advises there is no team beyond tier 2 that can assist me. The tier 2 representative advises me that I need to go back to the store and speak with Alexander and the GM of the Southgate store. I advised her the last person I would go to is the representative that lied about a “FREE” $500 contract. I had a prior engagement planned at 10 AM that morning and advised I had to disconnect the call. At this point I do not have ANY faith that Xfinity will sort this matter out. Every other rep I speak to states the iPhone SE was received during the promotion deadlines and will RECEIVE the credit, however out of the now many hours spent dealing with this, NO ONE can seem to help me. I have followed every steps that Xfinity has asked me to complete; porting the number, adding my partner to the line, countless hours on the phone and in person at the Xfinity store. I need somebody to reach out to me IMMEDIATELY to provide a solution by making right on Alexander’s many mistakes, and now horrible experiences with the Customer “Care” team. At this point every representative I speak with does not know which way is up or down or where to send me and I will keep escalating this until SOMEONE finds the means to comp this phone which I’ve been told is “free” yet I’m still paying for every month. Until then, again I will keep calling until I get to the correct representative that can seem to assist me