Complaint Review: XFINITY MOBILE

Back in September of 2022, I was on the phone with a Xfinity associate to fix a billing error. She fixed the problem and said because I was a loyal customer, I qualified for a new phone (Google, Pixel 6a, Charcoal, 128GB) “at no charge”. I told her I was very satisfied with my present phone (Motorola, one 5G ace, Volcanic Gray, 64GB).

 I would only consider taking the offer if the new phone could be kept as an unconnected backup. She assured me that would be no problem. The “free phone” would be in the form of a monthly credit applied to my bill and so cancel the monthly charge.

She knew I would not transfer my SIM card into the new phone unless the Motorola failed. She said to get the new phone, a new number must be assigned, but the number would not be used. I agreed to the deal. The first bill listing with the new phone had the charge, but not the credit. I called Xfinity back. An associate told me it was probably a billing error. She told me to wait for the next billing cycle, and it would be fixed. It was not. Another phone call resulted in the same promise that the system sometimes “takes a while” and to please be patient. The credits would show up eventually.

To this date, no credits have been issued for the Pixel 6a phone. I wanted to return the unused device, but since it was over 30 days from the initial purchase, no returns are allowed. I was not told this during the sales pitch. Over time, multiple calls were made to Xfinity. They promised they would send return labels and credit my account of all past charges. Xfinity has done nothing.

So, the points are:

·         The promotion was never sought by me.

·         The 30 day return window was never mentioned.

·         No clarification was made the new phone must be used on a present or a new line to qualify for credits.

·         The first billing with the new phone listed, was well after the 30 day return window.

·         I am stuck paying for a phone I didn’t really need.

I have been satisfied with other services by Xfinity. Which makes this sale fiasco so very disappointing. Xfinity Mobile continues in not returning calls or Emails. It is apparent they are hoping I will give up, and the problem will go away.

I seek remedy to return the Google Pixel 6a phone to Xfinity at their expense and receive credit for return and payments made so far.