DISHONEST PRATICES HORRIBLE CUSTOMER SERVICE

I called Xfinity on 9/28 at roughly 1 pm. The reason for my call was to find out if my equipment had been mailed considering I had not gotten tracking information. The agent began to explain a promotion that XFINITY had going on. If I agreed to switch carriers, I would be given a FREE iPhone 17 PRO MAX, and a cheaper bill. I am Not trusting of this because who just gives free phones out (it would have been a trade in)? I asked at least five times for confirmation that the phone was in fact going to be free and each time was assured it was. 

After confirming my phone was in working order and calling my other provider to get my account number and PIN, services were switched over, and I immediately lost connection. Luckily, the agent knew my daughter was with me and because of her not having an esim, I had not transferred her service, so she still had a working phone and the agent called me back on her line. At this point, my phone and my two other lines are in SOS mode. We trouble shoot for some time and no results until the call mysteriously ends and the agent never calls me back. I now am forced to call back and explain myself all over ai with a new agent. Initially, I asked if I could be transferred to the agent I had spoken to but was told they did not have the capabilities to do so. I have to start over, once from the start. The agent tries to trouble shoot and at this point I have been dealing with this for roughly 4 hours. I am told I will have to go to the Xfinity store. It is 4:30 and the store closes in a half hour. Ther is no way I can make it on time plus, working 6 days a week, going the next morning was not possible.  She says there is nothing further she ca do. 

I call another agent who tries to trouble shoot (Please keep in mind this is now the 3rd agent I have spoken to, and I made sure to mention the free phone). After sending me the esim that did not work via the QR code, he guides me on ow to enter it man)ually. Once I enter the esim, my iPhone completely locks me out and I cannot even use my phone while on Wi-Fi. 

At this point I now have to contact apple support and that takes close to an hour of my time. The tech was able to help me and once again I am on the phone, calling Xfinity so I can get this fixed. I once again have to explain myself and the ordeal I have been through. Luckily, this agent is able to figure out the problem. Apparently, I and the two other lines had physical sim cards in the phone from my prior provider. Finally! I have a working phone. Now we can put the order in for the phone I chose (silver by the way, options being galaxy orange and purple). The problem is that this agent is telling me there are no promotions for free phones. I am livid at this point It is well past 9 pm, I lost an entire day and a provider that frankly, I never had an issue with. I told the agent this was unacceptable considering wat I had been trough.   She agrees and escalates me to a "manager". I am on old for about 5 minutes while the transcripts are being reviewed. After he reads them, he tells me he will honor what I was told and goes on to say that my order will be prioritized. He gave me an order # ([Edited: "Personal Information"]). His agent number is [Edited: "Personal Information"].

The lies keep going after this throughout the week. I had never received an email confirmation, so I wanted to confirm. Every time I called and gave the order number, it was difficult to locate but eventually, they would "find it". I was told delivery was going to be Friday, 10/3. By Friday I call again because it makes absolutely no sense that I still do not have a tracking number. I speak to an agent only this time is different because he was HONEST. There was no order for a phone. The order number I was given was bogus!  

So here I am. I have filed a complaint and have a ticket number but, in my experience, how do I know that is even real? ([Edited: "Personal Information"]).

I will be filing formal complaints with the BBB, FTC and FCC.