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Update: I received notification that the ticket was closed without resolution. I called back and spent two hours on the phone. A supervisor told me we needed to go back to the store, again. My husband will visit the Bedford, NH store tomorrow morning and, if resolution is not satisfactory, we will contact the agencies listed above. I have now spent over 25 hours trying to remedy this transaction. 

@XfinityJon​ I sent a direct message, chatted with an agent via DM, and was told I would hear back in 24 hours. I have not heard back. 

Hello, @user_s4svfj. I sent you a response in our direct messaging conversation 2 days ago. Could you check on that conversation and respond to us there? Thanks.

@user_853rw3, 

Hi, there! Thanks for taking the time out of your Saturday to reach out. I can certainly understand the frustration caused by this experience. Dealing with ongoing issues like this, especially when it involves billing and promotions, can definitely take a toll, and I completely understand why you feel this way. You've knocked on the right door over virtual land. Over social media, our team's goal here is to focus on getting your account fully reviewed and making sure we do everything we can to address what’s gone wrong. We can help. While I’m not able to participate in external collections or filings, we are committed to working with you directly to get clarity and a resolution. To get started, would you mind sending us a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page? Once you click on that, input our shared handle "Xfinity Support" to send us a direct message. If you can share the details of the promotion and what you’ve been seeing on the billing side, I’ll dig in and make sure we’re taking the right next steps together.

I am experiencing a similar or even worse situation than hers from yesterday, Friday. I called because I wanted to see if I could get a better monthly plan for my phone, and they told me that I had a promotion offering me a free Apple Watch, but that I needed to add a $10 line. I told the person I spoke with that I did not want to add a line, and they told me there was no problem, that I could call once I received the Apple Watch and cancel the line while keeping the watch.

However, when I called about two hours later, they told me that this was not possible, that I had to keep the line for 36 months or return the Apple Watch. I am going to return the Apple Watch, and I requested that they cancel the order, but they said they could not.

They also told me that I could upgrade my phone, and I asked how much I would pay because I had a $300 discount from the app. I made it clear that I did not want to pay too much, so they told me I could also do a trade-in, meaning I would return my old phone so they could apply a discount.

I told them I have an iPhone 14 Pro Max with 1TB storage, and I wanted my new phone, the iPhone 17 Pro Max, to also be 1TB. I had to pay about $18 for the Apple Watch, which they said was a shipping charge. Then they created another order for the iPhone 17 Pro Max.

They told me they could not process the trade-in at that moment because the system was not allowing it. They said that when the device arrives at my house, we would complete the trade-in option so I could turn in my phone and reduce the bill for the device. They told me that basically I would be paying around $1 per month because I supposedly had another promotion of $400 plus $700 in total discounts for trading in my phone, plus the $300 coupon.

Later, about two hours later, I realized in the email that the phone they had set up was 256GB, even though I clearly told them I wanted 1TB.

When I contacted them again, they told me that I was supposed to have turned in my phone in order to receive the $700 discount, and that the $300 discount was not applied. I explained everything I just wrote here, and they told me they cannot cancel the order and that I have to wait for the device to arrive and then return it.

I do not want the phone. What I want is to turn in my old phone and receive the correct phone instead, because they already charged me $94. I do not know how I am going to resolve this situation, but it is extremely stressful for me.

I need a solution because I also want to use my $300 coupon that was not applied, and return my phone so I can get the $700 deduction plus the $300 discount, and only pay the remaining monthly amount.

Good luck even when they ask you to DM them for a resolution (getting your hopes up), someone else responds and asks for the info all over again, as its just a customer service DM and then no response after explaining again for yet another time. I have been trying just to get a little help for months

I remember that about 3 years ago something similar happened to me, where they had made the phone orders incorrectly. I didn’t know, so I preferred to go to a physical store. When I was there, the guy told me they had created 3 orders, and he canceled them and placed the correct order for me, and I got my phone right there on the spot.

This time, I don’t know what has happened. I called to cancel the order so they don’t send me any of the devices, neither the phone nor the Apple Watch, because I don’t want to pay the $10 line. I prefer to have nothing at all. They created the phone order incorrectly, and I told them I don’t want it and that I want to trade in my current phone for the new one. I qualify for the $700 trade-in offer and I also want to apply my $300 coupon, because none of that was done.

I asked if they could just make a new order, and they told me they can’t. I don’t understand why, because they are still charging my account anyway. I do not want the devices.

All I want is to turn in my current phone and use my $300 coupon—in total, I want to get my $1,000 off.

@user_e2fy5x Thanks for bringing your mobile account concerns to our attention. Our team can certainly assist you with getting support for your mobile concerns. Can you please direct message me your first and last name along with your full service address so I can assist you further?
To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message