Worst customer service experience

I recently visited an Xfinity store to take advantage of a promotion for the iPhone 16 Pro. Unfortunately, my experience was extremely frustrating. They gave me the wrong phone, porting my number to an iPhone 15 Pro without my consent. I specifically requested to keep my iPhone 14 and do a “bring your own device” plan.

When I called customer service, I was told I needed to add a new line to get the phone I wanted, which I did not ask for. I expressed my dissatisfaction about the additional line fee, but the representative was unhelpful. After requesting to speak to a manager, I was abruptly hung up on.

The next day, I spoke with another representative who promised to investigate and call me back, but I never received a follow-up. Despite having three lines on my account when I should only have two, they eventually removed the extra line but I am still being charged the line fee.

Overall, the customer service I received was unsatisfactory. I felt treated unfairly and forced into decisions I didn’t want to make. I hope Xfinity can improve their support for customers in the future.