Not following through on a promotion the store rep told me about.

On October 5th, my mother and I visited the Xfinity store at [Edited: Personal Information]. We went there to return her old internet equipment and transfer our six lines from Verizon to Xfinity. We were assisted by Dom Simpson, a sales consultant.

During our conversation, we informed Dom that we owed balances($1,515.33) on three of the phones and one of the watches we were transferring. He explained that I needed to obtain a final bill from Verizon showing a breakdown of each device. After obtaining the bill, I attempted to submit the information in-store, but I was directed to complete the process online.

When I entered the required information on the provided website, an error message appeared stating, "Something went wrong, please try again later." I then contacted Xfinity's chat support for assistance. The agent I spoke with informed me that the correct promotion was not applied to my account.

I explained that Dom had initially set up everything for us, but he mistakenly placed the account under my mother’s name instead of mine. This error was corrected in-store on October 12th. 

Today, after further troubleshooting with a chat agent, I was escalated to a supervisor named Ryan. After 30 minutes of discussion, Ryan informed me that he couldn’t resolve the issue and advised me to call customer support to speak with someone in Tier 2.

When I called, the representative allowed me to explain the situation and placed me on hold to consult Tier 2. However, when he returned, he stated that he had spoken with his supervisor—not Tier 2. He then claimed that no such promotion existed during the dates we signed up, nor at any time in 2024. Finally, he informed me that there was nothing that could be done, leaving me feeling frustrated and without resolution. At this point, I'm wondering if I need to go through with small claims court.