Formal Escalation: Xfinity Mobile Promo Loss, Device Return Errors, and Unconsented Watch Charges

I attempted to escalate this issue via email but was routed to an unmonitored inbox. I am requesting written escalation and resolution through Xfinity support. 

Hello,

I am writing to formally escalate an ongoing issue with my Xfinity Mobile account that has been extremely time-consuming, confusing, and distressing. I am documenting the full timeline below because each attempt to fix an issue has resulted in additional problems, none of which were caused by me.

I switched from Mint Mobile to Xfinity Mobile after being offered a promotion tied to my existing Xfinity Internet service that provided mobile service at a very low cost. I selected the Premium Unlimited plan, which was explained to me as $10 per month, and that portion of the transition went as expected.

After two billing cycles, I became eligible for a device upgrade. I attempted to upgrade my Samsung S23 Plus to an S25 Ultra. I changed my mind the same night and attempted to cancel the order, but I was told it could not be canceled and that I would need to return the device after delivery.

When I attempted to generate a return label, the system would not allow it. Customer support could not generate a return label, so I went to the Xfinity store for assistance. I was at the store for several hours while multiple employees attempted to resolve the issue.

As part of a workaround, my phone number was activated on the new device in an attempt to force the system to generate a return label, with the understanding that my number would then be moved back to my original phone. This caused further issues, including my original phone becoming locked and my number not functioning properly for a period of time.

Even after my number was restored to my original phone, the store could not accept the device and explained that doing so would be considered an unsolicited return that could take months to resolve. I was advised that I would still need to obtain a return label through customer support.

After additional contact with support, a return label was eventually generated and I returned the device.

Once the phone was received, I had to contact support again because refunds I had been told were issued were not actually processed.

After the device return, my phone number remained incorrectly associated with the returned phone, which resulted in my mobile service being canceled, my number being lost, and my promotional pricing being removed — despite the fact that none of this was due to any error on my part. I had to contact support again to have my number restored and a ticket opened to reinstate the promotional pricing.

During that interaction, I was offered a Galaxy Watch as a goodwill gesture to make things right. I did not ask for a watch. I was told it would be free; however, I was not clearly informed that it would involve a separate monthly data plan, ongoing charges, or conditional ownership.

When I later attempted to set up the watch, I experienced difficulty connecting it to my phone line and contacted support to resolve the issue and to confirm that the watch was in fact free and to understand what charges, if any, would apply, as this had not been made clear to me. During that conversation, I learned for the first time that the watch carried a $16 monthly data plan and additional costs.

At that point, I clearly stated multiple times that I wanted to be done adding anything new to my account, that I wanted to avoid future issues, and that I did not want any additional monthly charges. I also stated that I was financially constrained at the time. Despite this, I felt pressured to proceed, with assurances of credits that were not clearly explained.

At this point, I am overwhelmed and exhausted. This situation has cost me a significant amount of time, stress, and money, all in an effort to correct issues I did not cause.

What I am requesting is simple and final:

• I do not want any additional devices, lines, or plans added to my account.

• I do not want a monthly watch data plan.

• If the watch was offered as a goodwill gesture, it must be provided at no cost to me, with no monthly charges and no obligation to return it later (meaning I own it outright).

• If that is not possible, I want the watch removed entirely and my account returned to exactly how it was before the watch was introduced, with my original promotional pricing intact.

I am not willing to continue applying fixes that create new problems. I am requesting a clean resolution that restores my account and ends this cycle.

Thank you for your time and attention. I would appreciate this being escalated to someone who can fully resolve the is

sue.

Sincerely,

[Edited: "Personal Information"]