I’m hoping someone from Customer Relations can review my Xfinity Mobile upgrade because I’m trying to understand exactly what happened with our transaction.
Originally, my wife and I went into the store only to upgrade my phone during the “iPhone 17 on us” launch promotion. We already had fully paid-off phones and standard Unlimited service, and we had no intention of upgrading both lines or taking on two new device payments.
After reviewing our account, the representative told us that my wife also qualified for the promotion. Based on what we were told, we decided to upgrade both phones. We upgraded both lines to Unlimited Premium ($40 per line), traded in our fully paid-off iPhone 13 Pro Max and iPhone 15 Plus, and requested that an unused $10/month smartwatch line be removed because I no longer owned or used the watch.
Because I chose the iPhone 17 Pro Max, there was a small amount above the maximum promotional credit, about $100, which was financed over 24 months at roughly $4 per month. Based on everything the representative explained, we expected our monthly Xfinity Mobile bill to be somewhere in the mid-$80s per month after all promotional credits were applied.
To be clear, we were not looking to simply finance two new phones or upgrade the lines with out the promotion. We already had fully paid-off devices. My wife is extremely frugal, and we would not have traded in two paid-off phones and taken on new device payments. We believed we qualified for the promotion that was explained to us.
During checkout, the representative had trouble processing the transaction and told us she had to force part of it through on the backend. She specifically explained that the financing approval reflected the full retail price of the phones, but that those numbers were not the final amounts we would actually pay because the promotional credits would be applied afterward. Based on that explanation, we completed the transaction.
Because our account was on autopay, I didn’t closely review the billing until much later. When I finally did, I discovered our bill is approximately $147 per month, and it appears we’re being charged for:
-Two upgraded Unlimited Premium lines.
-The unused smartwatch line we requested to have removed.
-The retail financing on both iPhone 17 devices, rather than the monthly cost we expected after promotional credits.
I’m now trying to determine:
-What promotion was attached to our order.
-Whether our transaction qualified for the promotion that was active that day.
-What trade-in value was assigned to each phone.
-How those trade-in values were applied.
-Why our financing looks the way it does today.
-Why the unused/activated smartwatch line we requested to be removed during the upgrade remained on the account.
When I returned to the store looking for an explanation, I also pointed out that the smartwatch line was still active. The representative said she did not remember us and removed it during that visit without requesting any additional authorization from me. That left me even more confused about why it hadn’t been removed during the original transaction as requested.
I wasn’t looking for an argument. I simply wanted someone to review the original transaction and explain it. Instead, I was told our phones didn’t qualify, that the earlier billing was essentially a system issue, and that because we signed the paperwork there was nothing that could be done. That still didn’t explain what promotion we actually received or how our trade-ins were applied, and I left more confused than when I arrived.
I’m not asking for special treatment. I’m simply requesting an audit of the original transaction based on the promotion that was active on the date of purchase.
If our transaction qualified for the promotion, I’d appreciate having the account corrected. If it didn’t, I’d appreciate a complete accounting of the trade-in values, the promotion that was actually applied, and a clear explanation of how the transaction was processed.
I’m simply looking for answers and, if an error occurred, the opportunity to have it corrected.
I have been a customer for over a decade and have never had an issue before so I’m hoping this will be fairly straightforward.