Formal Complaint Regarding Misleading Information, Unauthorized Charge, and Service Inconsistencies

Over the past three weeks, I’ve had multiple inconsistent and misleading experiences with your representatives, and I’d like to document them clearly.

First, regarding my Platinum membership benefits: I was initially told that I needed to upgrade to a 1GB internet plan to qualify for Peacock Premium. However, after purchasing a new phone, I was suddenly eligible without making any changes to my internet plan. This inconsistency is confusing and raises concerns about the accuracy of the information I was given.

Second, I attempted to purchase an iPhone 17 but decided not to proceed due to the lack of a satisfactory discount. I was then transferred to another agent who assured me that I would not be charged, even though I had initially agreed to the order. At her request, I provided an empty card to prevent any charges, yet I was still charged the following day.

I then took the phone to an Xfinity store to return it, but I was told that they could not accept the device. At that point, I felt I had no choice but to keep the phone.

When I later tried to activate the device, I was told that I needed to complete the trade-in process before activation could occur. This was again incorrect. After being transferred multiple times, a representative from the trade-in department clarified that the trade-in only affects promotional credit, not activation. He was able to assist me in activating the line without delay.

Overall, the level of misinformation I received across multiple interactions is unacceptable. Going forward, I expect clear, accurate, and consistent communication from your representatives. I will also be documenting and questioning any information provided to ensure its validity before proceeding.