Can they do better?

On 8/10/25 (I believe) I called to lower my bill. The woman on the phone encourage me to look at getting a new phone. I asked her how much it would be with the trade-in. She asked for very specific details about my phone, but never asked me what condition my phone was in.  When she told me that my monthly payments would be exactly $6.50 per month for the phone ( please check transcript) I agreed to get a phone though I didn't really need one. The phone was sent to me. I received it . When I looked up how to trade in my phone, I realized that it said the phone could not have any cracks in it. My phone had hairline cracks on the back of it. I then chatted with an agent about it. Who said someone would get back to me and they did not. So I went to the Xfinity store in Glenview, but they told me that they couldn't help me and I had to go to the Xfinity store in Morton Grove .  Which is where I went. The two women I worked with Ashley [Edited: "Personal Information"] and Monica [Edited: "Personal Information"] were quite lovely.  I left that day (after 3 hours) with the new phone I had and with the understanding that they would give me a promotion of $400 rather than the trade-in amount for $450. They very kindly said that I wouldn't have to go through the hassle of returning my new phone, just to get another new phone.  Rather they would give me the in-store promotion on the back end.  The next day, however, I received a phone call saying that wasn't going to work out.  That, in fact, I needed to send back the new phone, put all of my data back on my old phone. And then get the exact kind of new phone from the store once the other new phone was returned.  If that is not the definition of insanity, I don't know what it is. 

When I arrive the next day, I was incensed by Ashton [Edited: "Personal Information"] who is the store manager. Ashton's response, who said he knew about my situation, was not one of care or concern, but rather he told me to sit to the side and wait until Monica arrived in an hour because she knew what was going on.  He then, after some prodding,  had me go to another store associate without briefing him on my situation or simply asking asking him to read the notes of my case.  When I was frustrated by that, the associate asked me to sit to the side again and wait for Monica.  

Finally, when Monica came in she and Ashley were quite lovely and able to help me.  They were both appropriately apologetic, which I greatly appreciated.  Ashton did not have that same kind of emotional intelligence nor compassion. For what it's worth , I saw two other women leave the store very disgruntled on the same morning.  

In terms of cost benefit analysis; Xfinity spent over 10 hours of its resources on me.  For what? I am paying less than I was prior to my initial call (which, without all this other nonsense would've been great.) In lieu of it , however, I am 100% more dissatisfied.  So in essence, Xfinity not only did damage to its reputation , I have reported this to the BBB as well as the FCC for your bait and switch tactics intentional or otherwise.  Not to mention the quagmire of policies, which made it impossible for anyone to help me in any kind immediate or efficient way. I would be grateful if someone at Xfinity who has any power whatsoever, took accountability for this.

In fairness I would like to give credit to the two young ladies who helped me because they worked very hard. Their inability to help is not their fault but rather, the system in which they work and those who manage them.  Shame on you for this colossal waste of time, and for making me (a longtime customer) feel like I do not matter and in the least.