I've been given the rundown for my issue that has been UNRESOLVED for over two months.

My name is [Edited: "Personal Information"], and on September 20, I applied for an iPhone promotion. I verified the details, and the virtual agent assured me that I would qualify for the promotion. Instead, a whole mix-up of issues arrived. Not only did one of my phones never come, but the second phone that arrived was set to replace my current phone instead of the other phone it was supposed to replace. I went to a store in person three times, the issue with my wife's phone was resolved, and the trade-in credit was applied, but [Edited: "Personal Information"] is still open from last Thursday. I was told it would be resolved and that I could go to a store and have the trade-in credit applied to my account. He said that I don't need to worry about the promotion, as I would still qualify. They also gave me the number to call about fraud. However, when I called the fraud department after the interaction last week, they said this wasn't a fraudulent case and transferred me to Xfinity Customer Care. They also mentioned that the promotion no longer applies to me, that I wouldn't qualify, and that I can go to the store to get a new phone under [Edited: "Personal Information"], but I still wouldn't qualify. The agent Fraud transferred to me was more helpful in trying to find out what was happening, but advised that I would have to wait another week. I talked to several agents throughout this period, and everyone seems to give me the runaround —from chat support to store support. All the records are there, and I asked the agents additional questions; they assured me everything would be okay. I trusted the agents I interacted with, and I've been dealing with this mess for almost 2 months now.

I'm frustrated and bothered because I don't think it's fair that I no longer qualify for the promo just because it expired. It's not fair, and it's not good customer service, especially when the error wasn't on my end. The phone didn't arrive for me, and whether it was Xfinity's or FedEx's fault, I shouldn't be penalized for this. We've been good customers, making our payments on time, and have our internet and mobile services with Xfinity. 

This experience has really discouraged me from pursuing any more services with Xfinity. I haven't had any issues up until now. I also want to request an escalation to the Executive Support Team for further review on this matter. My email is [Edited: "Personal Information"].