June 2024: Xfinity mobile Lifeline/ACP billing

I have gone around in circles for two months with the Chat agents and phone agents and they keep tossing me back and forth to others who have no answers. 

I was put on hold for 40 minutes today with no resolution so I am turning to this forum for help. 

I have two services: $9.95 Internet essentials that I've had for years *before* I signed up for ACP.

In 2022 I was offered to add the 1gb mobile service, $15 at the time.

When I signed up for ACP, I was offered a credit for BOTH the new mobile phone service AND a credit on my existing home internet.

They are billed separately and totaled less than $30.

When the ACP ended April 2024, I got partial credits on BOTH services in May and June. 

I have no idea how they calculated that, but there was NO follow up on what is to happen going forward into July and beyond.

The July 2024 bill shows I owe the full amount for my Internet Essentials, $9.95

The mobile phone bill shows both a $0 balance due and $20 due on autopay. Which is it? $0? $9.95? 20? $29.95? $30+ with taxes and fees?

I have no clue! But I'm on a tight budget, so I need to know without any surprises.

Is Xfinity NOT going to accept my Lifeline credit for the phone service?

Is so, Why not?

If they would accept ACP's credit, why would they not accept Lifeline's credit for the same phone? Don't give us a canned response, tell us your reasoning!

I only signed up for the phone service to begin with because I was told it was free and I had credit remaining after my internet essentials was credited.

I had to buy a $250 phone from xfinity to use it, though. 

Now I am scrambling to possibly move service suddenly because xfinity refuses to tell us what is happening with existing ACP/Lifeline billing.

Billing amounts have not been consistent the last two months since the ACP ended.

I was told by one Chat agent to sit tight and wait for further instructions regarding any credits to my services.

Well, that was a month ago and we've run out of time and there's still no answers.

If they're NOT going to take Lifeline now or in the future, they need to tell us all so we can make arrangements to port our numbers elsewhere before we are hit with new unplanned charges.

I am already approved for Lifeline and need to provide this number to someone to port my phone number to get the credit.

Do they really not care about losing business?

I will be using this phone I got from xfinity, regardless of who is providing the service, because I paid a lot of money for it just 2 years ago.

It seems dumb they would refuse the Lifeline credit from the same source for the same phone. 

Adding insult to injury, xfinity RAISED THE COST of their cheapest mobile service the SAME MONTH the ACP ended! Unconscionable!

So, I don't want to pay that increased cost per month for a phone I would have never bought in the first place if not for the ACP!

I'm blaming [Edit: Private Information Removed] for all this nightmare, but in the meantime, I have to come up with some kind of plan to avoid interruption of services and surprise billing amounts I can't afford. Xfinity's response to the whole ACP thing has been confusing and pathetic, leaving all of their customers hanging.