Issue with new Xfinity Contract

On December 2, 2024, a customer support agent offered me a new 24-month contract that promised to reduce my monthly bill by $30–40, along with a free mobile phone line and a free Moto G Play 2024 device. Below are key excerpts from the chat:

• Agent (10:15 PM): “I have an offer to help lower your monthly bill.”

• Agent (10:18 PM): “How does this sound: 2000 Mbps internet with unlimited data, plus the Moto G Play 2024 and an unlimited mobile line—all for $114/month. This plan is valid for 24 months.”

This seemed like a fantastic deal, so I accepted. However, in January, I received my first bill for the “free” line: $73.16. After paying, I immediately contacted support and was assured it was an error. They promised a refund and confirmed the line would be free moving forward.

By February, my second bill arrived at $46.80 for the same line—no refund and no resolution. I’ve now called support four times, with each agent promising to fix the issue. Today, I requested to cancel the line and was told to visit a store, return the phone, and process the cancellation for a refund.

At the store, however, staff had no record of these instructions. They canceled the line but could not accept the phone return, advising me to contact support again. At this point, I’ve lost all confidence in resolving this through standard channels.

I’m now considering cancelling all Xfinity services out of frustration. Any guidance or support from this community would be greatly appreciated.