Free Mobile Line Promotion Not Applied After Following Xfinity Instructions

We signed up for Xfinity internet with an offer that included a free mobile line. I went to an Xfinity store specifically to transfer my phone number onto the account and make sure the free line was set up correctly, and I followed all of the instructions the store employees gave me.

However, we were later charged for the mobile line. On August 13, I contacted Xfinity and was told the incorrect charges would be refunded and that the free-line promotion would be applied going forward.

The issue continued, so I contacted Xfinity again. After multiple chats, a supervisor escalation, and several phone transfers between different teams, a Mobile agent refunded the upcoming bill. However, I was not able to get confirmation that the free-line promotion has actually been applied to the account.

The refund only fixes one bill. It does not resolve the underlying issue, and we are concerned that we may continue being charged every month.

We followed Xfinity’s instructions specifically to receive this free mobile line, so we are asking for someone to review how the line was originally set up and either confirm and properly apply the free mobile line promotion, or provide an equivalent recurring monthly credit.

Our escalation reference numbers are [Edited: "Personal Information"] and [Edited: "Personal Information"].

We would really appreciate someone taking ownership of this case and providing a permanent resolution rather than another one-time refund.