Bait & Switch / Unauthorized Portability / False Advertising / Ticket # [Edited]

Hello,

We have filed a formal consumer protection complaint with the Florida Attorney General regarding deceptive sales practices, unauthorized number porting, and bait-and-switch billing conducted at an Xfinity Mobile store.

My husband’s business phone number, [Edited: "Personal Information"], was ported without authorization. He has used this number for 3 years for licensed drone inspection work and daily client communication. Losing access to this number has caused disruption to business operations, client communication breakdown, and emotional stress.

We were also misled into transferring three Metro/T-Mobile lines under the assurance that international calling to Brazil was included. This representation was false.

Additionally, we were quoted approximately $75/month, yet we are being billed nearly $200/month. This is clear bait-and-switch billing.

Requested Resolution:

1) Immediate restoration of the original number[Edited: "Personal Information"] to Verizon.

2) Full cancellation of all Xfinity Mobile lines, with **no penalties, fees, or device charges**.

3) Reinstatement of our prior Metro/T-Mobile plan at $130/month.

4) Refund of all Xfinity charges billed to date.

We expect your prompt response to this matter within 24 business hours and by written communication only.

Thank you,

[Edited: "Personal Information"].

Responses

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XfinityKassie

Official Employee

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2.1K Messages

15 days ago

user_cgqn7y Good afternoon, and welcome to our Xfinity Forums Community. I appreciate the time you have taken to reach out to our team, and share your experience. This is not the ideal experience we want our customers to have with their mobile services. I'd be delighted to help you get on a path of resolution. To begin, please send a Direct Message with your name, business name, and the service address associated with the account?

Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it

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user_cgqn7y

Bait & Switch / Unauthorized Portability / False Advertising / Ticket # [Edited]

XfinityKassie

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