Deceptive billing for “free reward watch”

Hello,

I am seeking assistance from an Official Xfinity Employee to review a billing situation and account escalation regarding an accelerated hardware charge on my upcoming bill.

In July 2025, I was offered an Apple Watch by an Xfinity Mobile representative. The representative stated to me verbatim: "I can see that you are a multiproduct customer, so you are eligible for Xfinity rewards, and you are getting the watch in free of cost." They explicitly emphasized that this was a loyalty reward for my multiple lines and was not a standard promotional contract with unstated strings attached. Relying entirely on this assurance, I accepted the hardware.

My upcoming bill now shows a sudden lump-sum charge of $112. I contacted chat support today, and the agent I spoke with was highly contradictory and confused. Initially, the agent insisted this $112 fee was a penalty for a completely separate device ordered in April 2026 that was never activated. I explained to the agent that the April 2026 watch was canceled, returned to Xfinity, and fully refunded months ago because I found my previous Apple Watch. (I only ordered this Apple Watch because I lost the first one I had). 

The agent then changed their story and claimed the $112 is actually the accelerated remaining retail balance of the original July 2025 watch because it wasn't activated on a cellular line within 30 days. Crucially, the agent also confirmed on the chat record that my watch is NOT on a promotional plan.

Xfinity Mobile is systematically applying a "30-day promotional non-activation penalty" to a device that multiple agents have confirmed is not a promotion, while simultaneously forcing me to pay full retail value for a device explicitly promised "free of cost" as an Xfinity Reward.

Because front-line chat support states they do not have the system access to modify accelerated balances, I would like to request an official corporate agent here to pull up my account file, review my chat transcripts from July 2025 and today, and manually credit or remove this incorrect $112 charge.

Thank you, and I look forward to a prompt response.