Getting a Free Phone With Service can be a tempting offer, especially for seniors on a fixed income. However, one 70-year-old man’s experience with a free phone offer from Xfinity Mobile turned into a frustrating and costly ordeal. This story highlights the importance of understanding the terms and conditions of such offers and the potential pitfalls of dealing with complex customer service systems.
A Free Phone Offer Gone Wrong
Last April, a 70-year-old man with numerous health issues enrolled in the Affordable Connectivity Program to lower his internet bill. He received a call offering a free iPhone with free service through Xfinity Mobile as part of the program. After receiving the phone, he quickly realized it wasn’t a good fit due to its small size and unfamiliar operating system. Within the 14-day trial period, he returned the phone using a provided return label.
However, the returned phone was rejected because the “Find My iPhone” feature was enabled. Unbeknownst to him, a technician at a local Xfinity store had activated the feature while setting up the phone. After numerous calls and a lengthy wait for a password reset from Apple, he was finally able to disable the feature and return the phone via FedEx, incurring additional expenses.
Unauthorized Charges and Customer Service Woes
Despite returning the phone, Xfinity Mobile charged his account $429.99 without authorization. He spent countless hours contacting customer service, only to be met with repeated assurances that the issue would be resolved. Despite promises from a representative in Denver, the refund never materialized. Months later, he’s still out the initial charge, the cost of returning the phone, and facing ongoing frustration with unresponsive customer service. The phone was confirmed received by Xfinity Mobile on August 28th, yet no action has been taken.
This senior citizen’s experience raises concerns about the practices of offering free phones with service and the challenges of navigating customer service, especially for vulnerable populations. He was left feeling exploited and financially burdened by a company he had trusted with his internet service for years. The lack of accountability and the difficulty in reaching a resolution highlight the need for greater transparency and consumer protection in the telecom industry.
The Importance of Due Diligence
This situation underscores the importance of carefully considering free phone offers, reading the fine print, and understanding the potential complications. It also highlights the need for clear communication and responsive customer service when issues arise. For seniors and others who may be less tech-savvy, it’s crucial to have access to reliable support and assistance when navigating such offers. While a free phone with service can be a valuable benefit, it’s essential to be aware of the potential risks and to take steps to protect yourself.
