Urgent Complaint – Misrepresentation by Xfinity Mobile Agent

Dear Xfinity Mobile Executive Customer Relations,

On August 24, 2025, I had a deeply troubling experience with one of your agents (name: Batti) that has left me in a financially difficult position.

During our chat, I explained that while my iPhone 15 Pro and Apple Watch were paid off, I still owed $600 on my iPhone 16 SE with AT&T. The agent assured me multiple times that Xfinity Mobile would pay off this balance in full if I ported my service. Based on that promise, I agreed to switch my lines.

After the transfer, I was later informed by another agent that this was incorrect — Xfinity would only reimburse $200, leaving me unexpectedly responsible for $600 out-of-pocket. This misrepresentation not only caused me financial harm, but also disrupted my work as a delivery driver when my phone was left without service during the process.

I request that Xfinity Mobile:

1. Cover the full $600 balance owed on my iPhone 16 SE, as promised.

2. Acknowledge the misrepresentation and confirm corrective action will be taken.

3. Provide written confirmation of resolution within 10 business days.

I have the transcript from my conversation with the agent and will escalate this matter to the FCC, FTC, and my state’s consumer protection office if it is not resolved promptly.