Being charged for my "free" year of Xfinity Mobile

Good evening,

Thanks in advance for taking the time to read this and provide support. I'll try to be as succinct as possible.

On November 9th 2024, I decided to take Xfinity up on their offer of a free year of Xfinity Mobile service for Xfinity Internet customers. I completed the initial sign-up and order via phone with order number [Edit: Personal Information].

After receiving the SIM and activating service, I was frustrated to find that my iPhone 12 could not connect to the network. After multiple support chats in the Xfinity app, I was unable to connect and was advised to visit the Xfinity store. I made an appointment to visit the Xfinity store to perform a SIM swap.

The SIM swap did enable a cellular connection but, unfortunately, I still was unable to receive mobile data. 

My iPhone 12 shows as fully compatible with Xfinity Mobile when using the IMEI checker but I discovered that my device was not connecting to Verizon/Xfinity Mobile's network due to it being a European model of the iPhone 12 not the more typical North American variant. 

Xfinity Support, after several escalations, was able to make a ticket with Verizon to have my specific device's model added to Verizon's network inventory.

After hearing nothing back from support and still receiving no connection, I was forced to cancel my service on November 21st, 2024 - with the promise from staff at the store and customer support that I would be able to try again and receive the one year free deal at a later time, should I choose to do so.

Fast forward to Monday, August 18th and I decided to give Xfinity Mobile another shot - assuming that Verizon has probably had enough time to process the network inventory request.

The chat agent who helped me sign up assured me that the $25 setup fee would be waived and that I would receive free service as expected. I was happy to see that my device connected successfully to the Xfinity Mobile network and was able to receive full cellular and data connection.

Unfortunately, a couple of days later, I discovered that my service was not being billed as free as promised but was already expected to cost $62.25 just for the first month.

Please can you help me rectify this and ensure I am able to access my year of free service?

I have a ticket open with Xfinity Mobile billing with confirmation number [Edited: Personal Information] and also completed the SVP contact form to contact Tom Karinshak President and Chief Customer Experience Officer's team.

I would appreciate if you can help expedite and/or coordinate this request to ensure a satisfactory outcome ASAP.

Thanks!

Mason