Xfinity Mobile Bait & Switch and not honoring promised $400.00 discount on the purchase of iPhone 15

Re: Xfinity Ticket Number-ECM0021325559

On January 13, 2026, I contacted Xfinity regarding an increase in my internet bill due to my promotional period expiring. The customer service representative I dealt with and I finally settled on a new internet billing price I could live with; that price was $40.00 a month for 300 mbps, I was previously paying $35.00 a month for 400mbps After this customer service representative sent me the paperwork to sign he offered me a “free apple watch’ for being a good Xfinity Mobile customer. After I asked him a few pointed questions it turned out I would have had to activate another Xfinity moblie line (one line for my phone and another line for the apple watch) in order to receive this “free” apple watch. I told this customer service representative that I wasn’t interested (this customer service representative sounded like he was from India? and the call center he was working at had a lot of residual noise in the background during our conversation) at which point he offered me an apple iPhone 15 for $229.00. He said this phone was normally $629.00 but with a $400.00 discount I would only have to pay $229.00 over 36 months which would equate to $6.36 a month; and that I could keep my current 1gig plan and current phone number (he never mentioned that I would have to upgrade my plan in order to qualify for the $400.00 discount). 

I asked this customer service representative if I could pay off the phone all at once instead of paying it off over 36 month, he said in order to qualify for the $400.00 discount I would have to agree to the installment plan but that if I canceled my service with Xfinity mobile before the 36 months were up that I would only be responsible for the remaining balance on the $229.00 Additionally, this customer service representative gave me a credit of $81.20 to my credit card for the taxes and fees for the new iPhone 15 which I had to pay first, and before he could process the order for my new iPhone 15.

This customer service representative sent me the contract paperwork via email for me to review and to sign, when I pointed out to him that the paperwork stated my device charge would be $17.47 a month instead of $6.36 he stated that’s just the way the billing contract was worded in order for me to receive the promotional offer for the $400.00 discount and that when my credit card was billed it would only be for the $20.00 a month for 1gig plan plus the applicable mandatory fees and the $6.36 a month for the iPhone installment plan and that my total bill would only be about $30.00 a month. I asked this customer service representative if he would provide me an email documenting that the fee for the iPhone 15 would only be $229.00, or $6.36 a month over 36 months; he stated that he wouldn’t be able to do that. He said to me, “doesn’t only $31.00 a month sound great!” 

This representative said my new phone should be arriving within a few days and that he would contact me back when it was delivered to my residence and he would be monitoring the tracking number on the parcel containing the iPhone 15 via UPS; he never contacted me back. I received the iPhone 15 via UPS on January 16, 2026. On January 19, 2026 I contacted Xfinity mobile directly in order to activate my phone since I hadn’t heard back from the Xfinity customer service representative I had been dealing with on January 13, 2026. It turned out I couldn’t transfer my existing phone number from my iPhone SE  to the iPhone 15 directly and the Xfinity customer technical agent I was dealing with actually had to create a separate phone number in order to activate the iPhone 15 and then port my number from my iPhone SE to the iPhone 15. THIS RIGHT HERE SHOULD HAVE BEEN A RED FLAG TO ME, BUT I DIDN’T THINK ANYTHING OF IT!!! 

I view the actions of your Xfinity representative who I interacted with on January 13, 2026 as being deceptive and the behaviors he exhibited are used by those who perpetuate fraud, this type of scheme is called ‘Bait & Switch.’ If you listen to the recorded conversation I had with this representative on January 13, 2026 it will be evident to you that he deliberately deceived me by using bait & switch tactics; this actually is a federal offense since Xfinity is a multi-state company. A reasonable person/juror would observe the following and ask of Xfinity:

• Customer called Xfinity on January 13, 2026 solely with the intent of renegotiating his internet plan and after having done so was led deceptively into exploring ‘add-ons’ to his Xfinity Mobile plan; why would he take on added expenses with Xfinity Mobile ($229.00) unless their was a legitimate ‘incentive’ to do so?

• Customer's previous mobile plan with Xfinity was priced at 1gig of data per month which equated to a $20.00 a month fee. Additionally, Customer’s iPhone SE was paid off and he had no outstanding balance with Xfinity with regard to that phone; why would he pay ‘full price for a new iPhone and furthermore agree to more than triple his monthly mobile plan’s cost by going with an ‘unlimited’ data plan?

• Customer would have had no incentive to pay the full price on an iPhone 15 offered by Xfinity Mobile at $629.00 since he could obtain the exact same phone from many private vendors at or below the price of $629.00, and without paying in installments with a 36 month obligation. Furthermore, Xfinity requires that Customer be ‘tethered’ to maintain his Xfinity Internet service for that same 36 months in order to continue receiving Xfinity Mobile service; what financial sense does this make? 

• It is obvious Customer was deceived by the Xfinity customer service representative on January 13, 2026 due to the fact that the Xfinity Mobile technical service representative had to physically create a phone number in order for Customer to ‘port’ over his existing phone number to the iPhone 15; why would an additional phone number need to be created by Xfinity in order for Customer to port over his existing phone number?

I expect Xfinity to honor the agreement I was provided bu the customer service representative on January 13, 2026. Furthermore, I expect Xfinity to give me the option of paying off the remaining balance of $229.00 on the iPhone 15 immediately, if I so choose. Also, I expect Xfinity to honor what I was also promised by the customer service representative on January 13, 2026; that I be able to maintain my current 1gig a month plan with Xfinity Mobile at $20.00 a month. If Xfinity does not honor the aforementioned in this paragraph I intend to pursue legal action and also contact the following agencies to file a formal complaint against Xfinity for fraudulent business practices:

1. FEDERAL COMMUNICATIONS COMMISSION

2. FEDERAL TRADE COMMISSION

3. BETTER BUSINESS BUREAU

4. COLORADO ATTORNEY GENERAL’S OFFICE-CONSUMER PROTECTION DIVISION

I've attempted to resolve this matter with Xfinity Mobile via your 800 number and have been repeatedly blown off, the following are details regarding these interactions:

On April 21, 2026 I spoke with a customer service representative at Xfinity Mobile (spoke with a representative who said to “call him Joseph” and I asked for his employee ID number which he said was YKASEM678. Joseph assigned me a ‘Ticket Number’ for my complaint which was: ECM0021325559 and said he would file a ‘fraud complaint’ on my behalf and I should be hearing back from Xfinity in no more than 10 days. Joseph informed me he would be issuing me a $100.00 credit to my account for my troubles and stated he could understand why I was upset and that I shouldn’t be going through this.

On April 28, 2026 I contacted Xfinity Mobile to inform them I hadn’t heard back regarding my complaint. I spoke with a female representative named ‘Sam’ with employee ID number 48153004. Sam told me a supervisor would be calling me back today and that the Fraud Department would be contacting me as soon as possible and that the Fraud Department was still working on my my case and that they would definitely contact be before closing my case.

On April 29, 2026 I called Xfinity Mobile back and informed the customer service representative that I was supposed to receive a call back from a supervisor, yesterday and was never called back. I demanded to speak with a customer service supervisor. Spoke with Aufa he said it was against policy to give me his employee identification number. Aufa said a supervisor would call me back in a few minutes; supervisor never called me back.