Missing Trade-In Device and Ongoing Billing Issues

Dear Xfinity,

On September 25, I visited the Xfinity store located at 1620 York Rd Unit 101, Timonium, MD 21093, to purchase iPhone devices for two family members. We were assisted by the store manager, who presented an offer stating that one device (iPhone 14 Plus) would be traded in for a value of $1,100, which would fully cover the cost of the new iPhone 17, making the device $0/month after paying taxes upfront and unlocked after three months. For the second line, an iPhone 12 was traded in, and we were told the monthly payment would be $13.75/month, with the device unlocked after 24 months. These were the exact offers we agreed to.

After the transaction, we received an email with a shipping label only for one of the trade-in devices. We never received a shipping label for the iPhone 14 Plus. On October 1, when we received the new phones, we returned to the store and informed the store manager of this issue. He stated, “I will print the shipping label for both devices,” printed a shipping label for the iPhone 14 Plus, placed both phones into envelopes, and we handed the iPhone 14 Plus directly to the store manager inside the store under the store’s security cameras, which can be reviewed for confirmation.

Later, customer support informed us that the iPhone 17 associated with the iPhone 14 Plus trade-in was not fully covered, and that only a $400 upgrade discount had been applied. We then learned that no trade-in was registered in the system for the iPhone 14 Plus, despite the device being physically taken by the store manager. As a result, the $1,100 trade-in value was never applied.

We returned to the store, and the store manager claimed there was a “system glitch” and stated that a ticket had been submitted to fix the issue. However, the bill later showed an unexpected monthly charge, and we subsequently discovered that the ticket was invalid.

Customer support confirmed that the store manager should never have taken the iPhone 14 Plus because no trade-in was registered in the system, and that taking the device under these circumstances is not permitted. When asked where the phone was, the store manager stated it was being shipped but could not provide a tracking number. Customer support confirmed that every legitimate trade-in must have a tracking number and stated that this situation constitutes theft, as the device was taken without authorization, documentation, or tracking.

Public reviews for this store show that this issue has occurred with other customers, confirming that this is not an isolated incident. We are now in December, and full monthly charges are still being billed. One trade-in credit has not been applied, and the iPhone 14 Plus was never registered as a trade-in and has gone missing.

I do not know where the phone is or what condition it is in. It was in perfect condition when handed over, and at this point, I cannot trust that it would be returned in its original state, if returned at all. I am demanding immediate resolution by either applying the exact trade-in offers originally promised or providing full financial reimbursement for the missing iPhone 14 Plus, along with correction of all related billing errors.

This matter must be resolved immediately. If no action is taken promptly, I will proceed with further escalation through formal consumer protection, regulatory, and legal channels.

Thank you.