Billing Discrepancy After Promotional Offer Agreement

Hi everyone,

I'm reaching out to seek guidance on how to resolve a billing issue that arose after I accepted a promotional offer. In July, my internet bill unexpectedly increased from $59.99 to $105. As a result, I contacted Xfinity customer service via online chat, where I was presented with a compelling offer: $50 per month for one mobile line and internet service combined. I confirmed this offer multiple times during the chat, and the agent assured me with statements like, "please rest assured, I am also a customer."

Despite some initial hiccups with the device's shipping and receiving, I activated the line by Bring Your Own Device (BYOD) in early August. However, the promised deal has not been reflected in my billing. Currently, I am being charged $90 for internet and $40 for mobile service, totaling $130, instead of the $50 that was agreed upon.

When I contact customer service to inquire about when the deal price will be activated, I am continuously bounced between the mobile and internet teams without a resolution. Has anyone here experienced similar issues? How were you able to get it resolved? Any advice on how to proceed would be greatly appreciated.

Thank you!