Complaint (Worst Experience)

I used to have Xfinity mobile and internet service but switched to AT&T.  On October 11th or 12th, 2024, I received an advertisement in the mail for an Xfinity promotion.  I called Xfinity and spoke to a wonderful woman that said I could get 1 Gig home personal internet and mobile service for $69 a month if I transfer my two apple watches, trade in my two iphone 15's for new iphone 16's, and apply for prepaid cards for $500 per phone to help me pay them off.  I agreed to go forward.  After signing up I decided to verify and spoke to multiple Xfinity sales reps on the phone.  I called over and over and all sales reps told me there is no way I can get this deal. 

1.  This is my first complaint.  I was either lied to or the sales woman did not know what she was talking about.

My local Xfinity store said the best deal I can get is $110 per month, but they said I have to also pay for taxes on the new iphone 16's and I must pay off my AT&T iphones in full before proceeding.  I was not told any of this by the original sales woman.

2. This is my second complaint.  I was not told I had to pay off these iphone 15's prior to getting the new iphone 16's.  I was originally told I could use the prepaid cards to do this.

My local Xfinity store opens at 10am.  I trusted them more since they were more upfront with costs than the lady on the phone.  I decided to proceed with the $110 per month deal and showed up at the store at 10am.  They began processing and said that the lady on the phone did not submit the order correctly and that they have to cancel it and restart it.

3. This is my third complaint.  The lady on the phone either entered the order wrong or my store lied to me and just wanted the commission on the order.

Originally I didn't understand that I would have to get the new iphone 16's mailed to me with the original plan.  Once I realized this I did not want to wait for the phones, so I gave the store permission to proceed thinking I would get my iphone 16's this day.  Then the store said they could not redo the order in my name and have to redo the order in my wife's name.... something to do with the order being done by the online lady and the store would have to take a hit.

4. This is my fourth complaint.  My wife is very busy and we did not plan on having to use her information to process this order.

After being at the store for hours, them going back and forth with people online, the store told me I could not get my iphones and they would still have to be mailed to me.  I left the store at about 2:30 pm.

5. This is my fifth complaint.  I wasted over 4 hours at this store with nothing to show for it.  I had to pay over $1,300 to pay off my phones that I did not plan for.  I had to pay over $113 for phone taxes that I did not plan for and I have nothing to show for it.

I was also told that my internet charges would increase after one year by $40 per month bringing the total to $150 per month.  The manager at the store acted like there is a better option for two years that would leave the charges the same, but after going back and forth at the store this changed and they said that the cost will still go up after a year.

6. This is my sixth complaint.  I feel like there was really a better deal for 2 years that would leave all charges the same but they acted like there was not after all the hassle of the day.

The only thing positive I can say is that the people at the store were very calm and courteous.  I was not.  I was/am furious!

My complaint is really against Xfinity the company, not just this store.  I looked up reviews for this store and they are terrible.  I am concerned that I will not get the $110 per month deal I am promised and I am concerned I will not get the $500 per phone prepaid cards.  I am hopeful.  I wanted to file a formal complaint, but this is the only place I feel I am able to do this.  If there is another option to file a formal complaint please let me know.