Apple Watches Offered as “Free” Without Disclosure of Required Service Lines — Unresolved Billing Dispute

I am extremely frustrated with Xfinity, and I am posting here because customer service and store management have repeatedly failed to resolve it.

A couple of months ago, I visited an Xfinity store to upgrade my mother’s phone. While we were waiting, the associate assisting us offered us two Apple Watches as “free” as it was taking some time and so it was presented as an “inconvenience” gift.  At no point was I informed that receiving the watches at no additional device cost was contingent on maintaining two additional paid service lines. Had those conditions been disclosed, I could have made an informed decision.

Instead, I discovered the additional charges on my bill and have spent months trying to resolve a situation that should never have reached this point:

• First bill: I discovered charges for two additional service lines. I called customer service, requested cancellation, and asked for a refund. I was told the matter would be escalated, but the charges were never removed.
• Following bill: I discovered additional charges for the watches themselves. I called again, explained how the watches had been represented to me, and was directed back to the store.
• Supervisor escalation: The agent escalated to a “supervisor” who issued a $20 credit and promised that an “advanced” team would follow up. No one ever contacted me.
• Store management: I returned to the store, where the manager revealed it was the promotional requirements. When I pointed out that these conditions had never been disclosed to me and requested escalation to her manager, she refused to provide a way to reach anyone above her and sent me back to customer service.

Let me be clear: I understand that promotions have terms and conditions. My complaint is that those material conditions were not disclosed when the watches were offered to me as free. I should not have to discover the real cost through my bills after the transaction has already taken place.  This is a deceptive and unacceptable practice.  And I am baffled by the lack of accountability. I have contacted customer service multiple times, requested refunds, been promised escalations that went nowhere, and received a credit that does not resolve the underlying dispute. Even the store manager offered no meaningful path to further escalation.

I am formally requesting that Xfinity:

1. Review the original sales transaction and determine how the promotion was represented.  I have the associate’s written note on the receipt indicating the watches are free.  
2. Refund and remove the disputed service-line charges and watches that resulted from the undisclosed conditions.
3. Escalate this matter to a team with actual decision-making authority.
4. Provide a written response explaining the resolution and confirming all billing adjustments.

I am no longer willing to accept another routine customer service interaction, another nominal credit, or another promise that someone will contact me.

If Xfinity does not take meaningful action to resolve this dispute, I am prepared to file a formal complaint with the FCC and with the Virginia Attorney General’s Consumer Protection Section regarding the alleged nondisclosure of material promotional terms.

I have already made repeated good-faith attempts to resolve this directly with Xfinity. I should not have to resort to external complaints to get a company to investigate how its offer was represented and correct a disputed bill.  I expect this matter to be reviewed by someone who has the authority to resolve it. Please provide a case number, confirm that this complaint has been escalated, and communicate the outcome in writing.

I expect a substantive response—not another runaround.