Xfinity support, filing a complaint

I visited my local Xfinity store October 1, 2025. I’ve been a long time loyal Xfinity customer. I asked E the Xfinity employee who works there about having my current 2 lines of cell phone service with ATT and I wanted to know if I could come to Xfinity with still owing $400 or less on each device. I specifically asked more than 3 times if I had to pay off my device through att in order to proceed with Xfinity. She told me in front of my adult daughter and husband more than once that yes, they would pay the balance of my two lines with ATT, 2 iPhone 14 Pro Max’s. So we agree to move forward with the understanding that our phones would be paid off at att, and then we were trading our phones from there to he the iPhone 17 “free on Xfinity” Fast Forward to today, October 9th I went into the store again to ask about why I wasn’t receiving my shipping labels to send Xfinity my iPhone 14 Pro Max’s back. She told me that Xfinity online support [Edited: "Language"] and never to rely on them to always come in the store. She states also that the printer wasn’t working that she may not be able to help me. I asked E why ATT is charging me for the price left of my phones and if I was receiving a pre paid card to pay the balance off or what was next. She said she “1000 % never told me that Xfinity was going to pay my left over balance from ATT. We reassured her that we did confirm with her that we asked more than once about what would happen to the remaining total I owed on ATT for the phones. She said I’m sorry nothing I can do now, call Xfinity. I then left and called Xfinity and a wonderful person named Kayla calmly helped me, spent over an hour fixing things and refunding me the taxes that I paid for the new iPhone 17’s we got and helped us get a shipping label to send back to Xfinity because we were told wrong at the store. I was never nasty, never raised my voice. I don’t want to get anyone in trouble. What I ask is hopefully the decorum in that particular store be addressed. While we were there many people

wete complaining about the in resolved issued they were having dealing with the employees. I thankfully, with the most amazing support of Kayla the Xfinity assistant who assisted me on the phone, who even called and patched me in to ATT herself, got my old phones back working. There are many good things about Xfinity, I just feel like being a loyal, decent customer I deserved more from the in person eompyees I dealt with