Billing Issue over a year NOW

Dear Comcast/Xfinity Customer Resolution Team,

I am writing to formally document and escalate an ongoing issue with my Xfinity Mobile account that has remained unresolved for over a year, despite repeated assurances from multiple representatives.

On November 25, 2024, I visited an Xfinity store and upgraded two phone lines under a $600 promotion, which included a $25.00 monthly bill credit for 24 months. As instructed, I returned two devices: a Samsung Galaxy S21 Ultra and an iPhone 13. The iPhone was returned twice. I was informed that the Galaxy S21 Ultra was received and processed successfully, but that the iPhone return would not be accepted. I was advised that I would only be eligible for the promotional credit on one line, which I accepted.

Shortly after, I noticed I was being billed for six lines instead of five. When I contacted Xfinity to have the extra line removed, my phone service stopped working entirely. While service was eventually restored, I later discovered that my promotional credit had been removed during this process.

When I called to report this, I was told this was Xfinity’s mistake and that my account was noted to ensure I would continue receiving the $25.00 monthly promotional credit for the remainder of the promotion. Since then, I have contacted Xfinity every single month for the past 12 months, each time being assured that the issue would be fixed. It has not been resolved.

I was repeatedly informed that notes were placed on my account acknowledging Xfinity’s error and confirming that the promotional credit would be honored. Despite this, the credit has not been consistently applied, and the account issues remain unresolved.

Most recently, I was informed that Xfinity is now claiming that the phone was not received, which is completely inaccurate. The device was received, and this was confirmed to me during a recorded call, which Xfinity can easily review. This claim directly contradicts prior confirmations from your representatives.

For transparency, I am a former Xfinity employee, and I am fully familiar with how device returns, account notes, and recorded calls are documented. This matter should have been resolved long ago.

At this point, I am requesting the following:

1. Immediate correction of my account

2. Full and consistent application of the $25.00 monthly promotional credit as previously promised

3. All applicable back credits owed due to Xfinity’s errors

4. Written confirmation that this issue has been permanently resolved

I expect this matter to be reviewed seriously and addressed promptly. I have been patient and cooperative for over a year and should not be required to continue calling monthly for the same unresolved issue.

Please provide a written response with a clear resolution timeline.