Poor customer service

Today is August 14. I've been having a phone trade-in issue since March with several phone calls and online chats. We sent our phones in and one was credited and the other was rejected due to physical damage. Fine. It did overheat once so I'll accept that even though it had been working fine. Here is the issue: I was told twice by two different customer service reps on two occasions that my phone would be returned. It never was. I've been attempting to either get my phone back or get credit for what I considered a lost phone for the past five months.  On two other separate occasions I was told I would get credit for the "lost" phone. I have a copy of the downloaded chats. These were not "We'll look into it" or "We'll see if this will get approved" statement in these chats. The words "you will receive credit" and "be assured" were used.

I went to the store and the associates there said they could not do anything. In fact, I was told it was my fault for not requesting my phone back in time (bad customer service #1) even though I was told it would be returned.

So I tried once more to call customer service. After a 45-minute conversation that went nowhere, I asked for their supervisor. That also went nowhere. Abdul ([Edited: Language]) could not explain why I was told on two occasions that my phone would be returned and on two other occasions I was told I would get credit for the trade-in. I was asking why the service reps were basically lying to me about the credits. After about 30 minutes with him, he finally hung up on me! There was no attempt to rectify the situation.  So not only did I waste my time, he apparently determined I was wasting his too.

This is such poor customer service (both in-store and online). I am just baffled.

So fair warning to others. Anything said in a chat is basically worthless even if the conversation is downloaded. I guess they (Shagufta and Mijal anyway) just try to worthlessly appease the customer for a good rating and move on. I seriously doubt I will renew with Xfinity Mobile in the future.