Xfinity Support

When trying to find better deals on my internet service, I was randomly prompted to upgrade my iPhone 14 Pro Max to the 16 Pro Max. I told the representitive I'm aware of the "family deal" where you need to add a new line in order to get a $1000 trade credit, he informed me (in writing, and I have the transcript downloaded) that he can do it with just my phone and no new line, and I get to keep the same number. I just needed to call the "retention" department to finalize it. So I did that today. The woman I spoke with confirmed she was able to do this, and that she would send me an email to initiate the trade-in. All I received was an email link for Xfinity rewards; no mention of anything we had just talked about. So I called the retention department back, spoke to someone different, now they're telling me my trade-in would only be $470 and they will not be honoring the deal I have in writing, and the recording (yes, it's recorded on my end, just like your calls are recorded on yours) of the woman confirming this deal.

So back-tracking on a deal right before I'm about to finalize it, asking for my social security number twice, then telling me that deal doesn't exist is extremely fishy. Again, my initial intent was to talk about other internet deals, as there are cheaper options with comparable speed near me, was randomly prompted to update my iPhone while he "checked on better internet deals", I accepted the offer he gave me of a single-line trade in with a $1000 promo while keeping my same number, and then the retention department confirmed it. Both recorded. The third person I spoke with just now told me "those employees must be misinformed"; quite demeaning, and to be honest I don't care if they're misinformed if they're in-writing telling me these deals, and on recording verbalizing these deals. Yet now they're saying that's not the case and they will not offer it.

In summary, and back to my original issue, I will be searching for a different provider. Every time I talk to someone from Xfinity I'm lied to. So much, that I have a folder specifically for downloaded transcripts in case they tried to pull this stuff, which they have in the past as well; this will just add to the collection. Unbelievable.