24months free mobile with a device - stopped after 10months

Hello I’m wondering if anyone has had the same experience with me. 

I have this exhausting open case involving xfinity internet and xfinity mobile. Case number [Edited: "Personal Information"]; [Edited: "Personal Information"] - I initially inquired about this in February, 2024.

It starts back up in November 2022, and I was looking for a way to make my internet bill more affordable. As I was consulting about a 24 months agreement on Xfinity Internet, the chat agent introduced me with this 24 months Xfinity Mobile plan+device for free. 

The details of this deal was this - Sign up for a new xfinity device (it was a Samsung phone , nothing fancy) for 24 months, xfinity will cover the full bill for 24 months, after 24 months- I’ll keep the phone. During these 24 months, I will get a multi service discount for my internet services. 

I confirmed with the agent multiple times with the terms and finally signed up. I saw a new card information I’m not familiar with was listed under my Xfinity mobile account and I saw it started paying my bill. Okay- This is how they cover the bill. However, the card stopped paying ONLY AFTER 10 months, (around September,2023)  and It was adding up under my account. I wasn’t getting any active notifications via text or calls, so I didn’t notice this until this February. 

I reached out to Xfinity and asked for an explanation. However, they kept saying “There is no such deal/promotion exists” when I can simply google ‘24 months free xfinity mobile’ and find it. I requested them to track back on my chat log in November, 2022 and review the conversation I had with the agent. They only escalate my case to the superior team, promising the team will reach out to me within 2-3 business days.

Today, another 5 business days passed after my most recent conversation over the phone. 

Although I showed enough respect to your customer service, providing more than enough time to investigate this case and follow up with me, no one has explained anything to me and I am so frustrated with Xfinity. I found this forum finally and uploaded this hoping Xfinity will answer this time. If any of you had the same experience, I would appreciate any information. 

Thank you for reading such a long story.