Visitor
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2 Messages
Formal Complaint
In-person Rep [Edit: Personal Information]
Location: Xfinity on Zinfandel Blvd, Sacramento, CA
[Edit: Personal Information] 3rd generation plan account number
[Edit: Personal Information]
[Edit: Personal Information] new 5th generation plan account number
[Edit: Personal Information]
The purpose was to upgrade to the iPhone 17
Rep recommended us starting an entirely new internet plan since we are currently on a 3rd generation plan under [Edit: Personal Information]
Rep signed us up for a 5th generation plan and said we would need to transfer the phone lines to the new account to see if we are eligible for the upgrade.
Rep had us call a phone number to do a line to line transfer
Phone rep said we couldn’t do a line to line transfer from a 3rd gen plan to a 5th gen plan. Said he needed to upgrade the 3rd gen plan to a 5th gen plan (this was never an option according to the in-person rep)
When phone rep tried to upgrade the 3rd gen plan to a 5th gen plan he said he couldn’t not proceed because of a pending order for an iPad (that me and [Edit: Personal Information] knew nothing about) phone rep had to create a ticket to cancel the pending order. Stated that the ticket would not be processed for 7-10 business days.
The promotion for the iPhone 17 upgrade ends today. Now I’m not able to upgrade and not able to complete the line to line transfer, and signed up for an unnecessary additional internet plan. Not to mention I have been in the store for nearly 4 hours trying to work on all of this.
Please let me know how this can be corrected.
Thank you,
[Edit: Personal Information]
XfinityMartyR
Official Employee
•
2.6K Messages
11 hours ago
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