Billing Dispute

I'm an authorized person on my elder 72 year old mother's account (who's on a fixed income). I just hung up with a supervisor Omar today 2/15/26. This is my third attempt at calling to resolve this issue. 

Okay a little back story: In October of 2025 (my 1st call) I called to switch her line to by the gig. After hanging up I also placed the change within the app. It's now Feb 2026 and I called to follow up on a call from January 2026 (my 2nd call). During the January call I was told by the Rep that he saw my request sent via the app. He then went on to tell me that her account was being sent for review and to be credited. 

Fast forward to today and Omar told me there's no acct notes for either of my calls. As well he stated they are unable to credit the difference.  And I was told that in error by the previous Rep. You can't make this stuff up. If there gaslighting me, I can only imagine what they do to Seniors who have no one to speak on their behalf. Xfinity really need to be ashamed. What's the point in calling Customer Service to make changes to your bill. If there going to di what they want, as if their paying your bill. Not to mention I've had to call last year because they sold her a product she doesn't need in store. Can you say Elderly Abuse!!!

I just found out T-Mobile has a Senior Plan. I will be moving my mom to them. DO NOT BRING YOUR ELDERLY PARENT TO XFINITY MOBILE THEY WILL GET ROBBED!!