Subject: Complaint Regarding Unfulfilled Promises from Xfinity Mobile Store

Dear Xfinity Customer Support,

I hope this message finds you well. I am writing to express my disappointment and frustration regarding the service and commitments made to me by Xfinity Mobile, which have not been honored as promised.

On September 17, 2024, I visited the Xfinity Store at 18652 E Hampden Ave, Aurora, CO 80013, to inquire about mobile phone plans. During my visit, I was advised by your staff that if I registered for the Unlimited Plus plan and traded in my iPhone Pro Max 14, I would receive a $1000 credit towards an iPhone Pro Max 16. Based on this information, I agreed to trade in two iPhone Pro Max 14s and sign up for two Unlimited Plus lines, understanding that I would receive a $1000 credit for each new iPhone Pro Max 16. I was also informed that by subscribing to the Unlimited Plus plan, I would receive an extra Unlimited line for free for one year. As a result, I transferred another family member's line to Xfinity to avail of this offer.

However, after completing the trade-in and activating my two new iPhone Pro Max 16s, I only received the $1000 credit on one line, while the other line was credited only $700. Furthermore, I did not receive the promised free Unlimited line.

I contacted your customer service team online, and they suggested I return to the store for a resolution. After several visits and multiple delays—being told that the manager was unavailable on weekends or on vacation—I finally met with the manager after a wait of over three hours. Despite my expectations, the manager only offered me a $200 credit towards my account.

This resolution is far from satisfactory, as I was explicitly promised a $1000 credit for each phone and a free Unlimited line for one year. After investing significant time and effort in trying to resolve this issue through your customer service and in-store visits, I feel shortchanged by the incomplete fulfillment of the offer.

I would greatly appreciate it if this matter could be reviewed, and I receive the full credits and services that were originally promised to me. I trust that Xfinity values its customers and stands behind its commitments.

Thank you for your attention to this matter. I look forward to your prompt response and a fair resolution.

Sincerely,
[Edited: "Personal Information"]