2 Messages
Trade-In Promotion Promised at Sign-Up Not Honored – Repeated Runaround
I am seeking assistance with a trade-in promotion that was promised to me when I signed up for Xfinity services at the end of November.
I was told in-store that I would receive $1100 trade-in credit for my iPhone 14 Pro Max as part of a Black Friday promotion. I joined Xfinity Internet specifically to qualify for this offer.
Due to delays on Xfinity’s side in getting my account fully registered, I was later told the promotion was “no longer available.” Since then, I have contacted Xfinity multiple times and have been given conflicting information, including being told to wait two billing cycles.
On my most recent call, I repeatedly requested escalation to a higher-level support representative. I was told I would be transferred, but instead was routed back to the main menu without resolution.
I have documentation showing the offer was presented to me at sign-up, and I believe this constitutes a case of being mis-sold services.
I am requesting review by a higher-level team and a resolution consistent with the offer that was promised at the time I joined.
Thank you.
user_bt0282
Visitor
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1 Message
20 hours ago
I have been dealing with the same issue for almost a year now. I signed up during the "Time to Switch" promotion over a year ago. I sent in two phones and was supposed to receive two free phones. I received the phones, but I was being billed for them. I spent over 100 hours on the phone with customer service in India, two and three hours at a time, being put on hold, transferred to other departments "escalated to a higher level", promised callbacks and resolutions. I was told many different stories about my account. That the warehouse still had one of the phones, but it would be resolved, that they had my phone and it would be resolved, and the last one, they signed me up for the wrong plan, and if I wanted to start paying a higher amount on a new plan, they would start crediting me for the phones over the next twenty-four months. The last one was from a store representative, since customer service finally said they couldn't resolve this problem, so I had to make an appointment with an in-store person, which I tried to do in the very beginning. I was told at that time, they couldn't help me because I signed up online. I was also promised one phone line free for a year, that credit took about three months to show up, then it was hit or miss for the rest of the time period. I am exhausted from fighting for what I was promised, being lied to, calling repeatedly, and not getting any results. I am going to send reviews, file every complaint I can, and tell everyone I know that Xfinity is defrauding their customers as a matter of policy. If the billing is not corrected, Xfinity will have falsely taken over $1,600 from me.
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XfinityEmilyB
Official Employee
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2.6K Messages
7 hours ago
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