Visitor
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4 Messages
Online Promotion not being honored
I have spoken to 2 reps from chat and 1 on the phone. Currently i have been on a silent hold for 45 minutes with no updates. The issue is below
There is a promotion to upgrade to a new Razr for 400 off with no trade in.
- 1st person i chatted with said that i need to upgrade to a new premium unlimited. I stated that was fine, but they would not answer my questions. They would just give me unrelated answers. I was then transferred to person 2
-2nd person. They told me first to just purchase the phones(x2) and it would be applied retroactively. I said the last person told me that i needed the premium package first. This person said ok and it was for trade in only. The promotion clearly states that it is for non trade in. I sent them the text showing that a trade in was not needed. They even sent me the same text back and said that i need a trade in. When i asked to speak to someone else, they gave me a phone number and terminated the chat
-3rd person (over phone) - they told me that the promotion online was not correct. They refused to admit that the promotion says Motorola, and said that it does not. I read the text in their disclaimer back to them, and they stated that it just hadnt been updated. I stated that the promotion is visible in multiple places on the website, but they told me i was wrong.
Now i am on hold and still waiting (50:07 is the time now)
I just want to upgrade 2 phones with the stated promotion that they have on their website, and I am fine upgrading to premium if that is required. I just paid my previous phone off in full because it required me to before adding a phone to my cart. I also canceled the insurance on the phone to get the new phone as it will no longer be needed. Now i have no insurance, and I have paid extra money earlier than expected just to get the run around, silent treatment, and conflicting information.
user_njwpp6
Visitor
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4 Messages
3 days ago
Update on the phone call. After waiting on a silent hold and the representative telling me that they were filling in a supervisor on the information, I was kicked into another call cue without any notification with an hour wait time.
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user_njwpp6
Visitor
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4 Messages
3 days ago
Just another update. I spoke with a supervisor, and he said he would be able to get me the promotion by upgrading my account. He upgraded my account, but then was unable to give me the promotion that i had called for in the first place. Also, when i got off the phone i received an email notification saying that my account was suspended for 14 days at my request. So somehow they are now charging me more and have deactivated both phones on my plan all at the same time.
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user_njwpp6
Visitor
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4 Messages
2 days ago
Well I have a final update. After spending 10 hours working on this, i was able to get my 2 lines unsuspended. They claimed that i had request the suspension when i spoke to someone on the phone. I eventually found something on their app stating that i owed them money, and that is why there was a suspension. When i went to pay what was owed, it said i had an outstanding balance of 0.00, but i could not pay the balance because it would not accept 0.00 as a payment. When i spoke to someone again on the phone, they again blamed me, but i pointed this out to them and their tune changed, and they removed the suspension. I have since started the transfer process to a new phone provider, and i will not be returning to Xfinity mobile.
One extra aggravating note. Every time i spoke to someone, they immediately tried to upsell me on something else even after I detailed the issue, and stated that this is all i wanted to do. They would then try to get me to buy more things each time when i did not even have a working phone.
I am just glad this ordeal is done. Crazy how trying to upgrade 2 phones with a listed promotion that I qualified turned into a 10 hour headache.
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