Trapped in Xfinity Mobile's Promotional Bait and Switch

I recently had an incredibly frustrating experience with Xfinity Mobile that I wanted to share and get some advice about. What started as an seemingly great offer for a free Google Pixel phone quickly turned into a nightmare of miscommunication and poor customer service.

An Xfinity representative initially offered me a free phone, but conveniently failed to mention that I needed to transfer my existing number to qualify for the promotion. When I received the device, I discovered it was the wrong color and attempted to return it. What followed was a month-long battle with their customer service team, who repeatedly promised to send a return label but never actually did.

Despite being incredibly busy working two jobs, I tried to resolve this issue. I even visited a local Xfinity store, where an employee candidly admitted that these types of miscommunications happen frequently, and customers often end up bearing the financial burden. It was disheartening to hear that this might be a systematic issue rather than an isolated incident.

The most frustrating part is how efficiently they manage to send billing statements, yet how completely ineffective they were at addressing my return request. I'm now at a point where I'm considering filing a complaint or exploring other ways to resolve this situation.

Has anyone else experienced something similar with Xfinity Mobile? I'm open to hearing about potential solutions or advice on how to move forward.