SCAMMING THE ELDERLY - SENDING UNORDERED PHONES TO SENIORS

I have taken over my 91 year old mother's Xfinity Mobile account and all of her finances, for obvious reasons.  I will try to keep this as short as possible.  In February mom was speaking with an Xfinity Mobile (XM) Customer Service Rep (CSR).  The CSR told my mother she qualified for a phone upgrade.  My mom told the CSR she did not want an upgrade because it took her over a year to figure out her current phone.  Well, XM sent her the new phone anyway.  My mom, as confused as any 91 year old gets, simply put the new phone on a shelf in her den.  This month when I started looking at her finances, I saw that XM was charging her $10.41 per month for her new upgraded (and NOT EVEN ACTIVATED) phone.  She was still paying off her old (current) phone with XM.  I drove over to our local XM store (Kirkland, WA Totem Lake Branch) and informed them of what was taking place.  After four visits, I was finally able to get them to react to the issue of my mom being charged for a phone she did not want, and did not order.  They said that some XM person would be emailing her with details on how to return the phone and get credit for the charges applied.  That never happened.  Two days ago I spent more than three hours in several chat sessions (I was continually being transferred to "someone who could resolve the issue".  The bottom line: XM claims that there is a 14 day return policy for phones that are ordered.  I told them that the phone was never ordered, and also that in the box in which the phone was delivered, there was absolutely no mention of any 14 day return policy.  They were adamant that my mom ordered the phone.  I told them if she ordered the phone, then surely they must have some proof that she did so.  They told me that my mom ordered it in an email.  I asked them to forward this email to my mom (whose email account I can access).  They told me that they could not do this.  SO WHAT WE HAVE HERE IS XM SENDING A NEW PHONE, WHICH WAS NOT ORDERED TO A VERY ELDERLY PERSON, AND THEY REFUSE TO CREDIT BACK THE CHARGES THEY MADE ON MY MOM'S ACCOUNT, AND THEY REFUSE TO SEND EVIDENCE THAT THE PHONE WAS ORDERED IN THE FIRST PLACE.  This is unbelievable.  All I was asking is that they credit my mom's account for about $23 (XM issued a credit at the same time they started charging mom for the new phone) and provide me with information on how and where to take the inactivated phone.  They could not do that.  As soon as my mom has paid off the remaining $170+ for this phone, we will be looking for another cell phone and internet provider for her.  Over a year ago I dumped Xfinity and am I ever glad I did.

If anyone from Xfinity Mobile is watching and wants to contact me, please send email to my mom (I assume you are able to figure this out as I have to sign in below before I can post this message).

Regretfully,

-Steve