Never Received Promotion Visa Card or Waived Fees

Atter being with Sprint/Tmobile since 1998, we moved over to Xfinity Mobile. We were told up to $500 per phone plus money to pay final bill.  My sons phone had a very small scratch and they said that could not be traded in but we were willing to hand in other phones which were fine.   They told us to keep our phones and that we would still get promotion and since we waited for so long, they waived our $75 activation fees. The young girl was busy and here system was slow, so we were told to go home and she will email everything when she has completed the work.  She gave us her personal email, which we found odd, to send our final bill and final paid off receipt.    I emailed her back and went back and forth and she said she has no knowledge and we received 1 line free for the 1st year which was also part of the promotion. 

At this point we are out a lot of money and would not have switched over if we knew everything upfront. Why give us her personal email if we weren’t getting the promotion for up to $500 per phone plus final bill pay off receipt. Also, our bill is about $40 to $50 more then what we were told. 

This is the address of the Store

800 Warren St
Fall River, MA 02721

We just want what was promised, felt we were lied to get us to switch over. I have the entire email conversation with her saved.  There was times she ignored me and I had to continue follow up.  We were never sent our final documents with our signatures only emails when phones were activated. We were told we that would be emailed to us. Very unsatisfied new customers and also not happy with 5g service. We get little to no service in many areas.