Comcast / Xfinity – Payment

Complaint Letter Against Xfinity
I would like to complain about the false & misleading promotion against Xfinity mobile. I was offered a cheaper deal by a Xfinity online agent in April 2025. The online agent mentioned a lower monthly bill and assured that Xfinity will take care of the transfer including buyouts for all of the devices I had with my previous carrier. I was not given any instructions at that time aside from the buyout promise and a promise that Xfinity will take care of everything.
They did not clarify that the 2 watches and the iPad are not included in the promotion. Since agent said they’ll take care of the switch, I assumed that they will also take care of the close out with my previous carrier. I was not told that I need to personally cut my line from T mobile, and I ended up paying 2 bills for each (T-Mobile & Xfinity) for the past 3 months.
I made a total of 11 calls to customer support for follow up and clarifications but all the agents I've spoken with didn't help me at all. Everyone gave me false hopes and wait times but all for nothing. The VISA card for the buyout took months for me to receive and took several phone calls. It was not even enough to compensate for the total I owe from my previous carrier.
All customer supports didn't help. Here are the dates I've called their hotline to follow up. May 2, May 18, May 22, June 2, June 6, June10, June 14, July 5, July 15 and Aug 25. So far, I only received a total of $514.99. It was not enough to pay for my loss.

May 2, 2025 – First call to Xfinity support, question about the buyout. I was provided with link mobile time to switch to upload T-Mobile documents
May 3, 2025 – Support created a ticket ECM0013616304 and told me to wait 7-10 business days
May 18, 2025 – Follow up regarding ticket ECM0013616304
May 22, 2025 – Called about the bill I received from T-Mobile
June 2, 2025 - Follow up regarding ticket ECM0013616304
June 6, 2025 - Follow up regarding ticket ECM0013616304
June 10, 2025 – Called to follow up about notification from Xfinity about mobile time to switch
June 11, 2025 – Follow up regarding ticket ECM0013616304
June 14, 2025 – I requested to speak to a Xfinity supervisor
July 5, 2025 – Called regarding the buyout, opted out from online automatic payment
Aug 15, 2025 – Support created a new case # ECM0015812381 and I was promised to get a visa card in the amount of $800 within 7 days
Aug 25, 2025 – Follow up regarding case# ECM001581238, customer support told me that the case is closed.