Ongoing Service Failures, Trade-In Issues, and False Promises – Please Escalate

Hi Xfinity Community Team,

I am extremely frustrated with the way my recent purchase and account have been handled, and I am posting here in hopes that someone from the higher-level team can step in and resolve this.

Timeline of Events

• On September 13, 2025, I purchased two phones:

  • iPhone 17 Pro (trade-in iPhone 14 Pro, $1100 promo credit)

  • Galaxy S25 (trade-in Pixel 6a, $450 promo credit)

• At the store, instead of activating my Galaxy S25 on my existing line, the rep added a temporary line and promised it would “automatically transfer.” That never happened.

• Since then:

  • My Galaxy S25 is still inactive and not connected to my existing line (4*5-***-1102).

  • My Pixel 6a trade-in details/credit are still not reflected.

  • I was charged $50 for a temporary line I never wanted (later refunded, but only after I complained).

  • I spent 20+ hours between store visits, chat agents, and phone calls being sent in circles with no resolution.

Additional Issues

• On Dec 28, 2024, I was offered a “free line for 2 years” if I maintained my existing two lines. Starting August, I’ve been wrongly billed for that line.

• On Sept 13, 2025, my main business number (4*5-***-1102) was disconnected for two days, leaving me without service, missed calls, and missed texts during critical work hours.

My Concerns

• I was given false promises and misinformation repeatedly.

• Agents and store reps kept passing me back and forth without fixing the root issue.

• My trade-in and promotional credits are still unresolved.

• I suffered both financial and professional impact from this.

What I’m Requesting

1. Immediate activation of my Galaxy S25 with my existing line (4*5-***-1102).

2. Written confirmation that my Pixel 6a trade-in is processed and that the $450 promo credit will be applied.

3. Correction of the “free line” billing error.

4. A goodwill adjustment/compensation for the false promises, misinformation, wasted time, and business disruption.

I have all tickets, call logs, and chat transcripts, and I hope Xfinity leadership can review them to see the pattern of mistakes here. I am not making false accusations — I am reporting what I have truly faced as a customer.

Please escalate this issue immediately. I have been more than patient, but the continued delays and misinformation are unacceptable.