Lack of contact by Promo Escalations team

Xfinity Mobile Support Ticket [Edit: Personal Information] - was created by last supervisor but I am told it is now closed as the issue was sent to the Promo Escalation team. This was back on July 12th and I have not been contacted yet to discuss my issue.

At the end of June, I contacted XMobile support as my request to upgrade to 10GB was still not showing up on my online account after a full week. During the chat, the tech offered to upgrade to level 5 for only $40 to cover my three lines and a free smartwatch. I validated several times as this did not make sense. They assured me that it was true. The first line was free and the other 2 lines were only $20 each. It was a new promotion for the new service level. I followed their instructions and after a week received the smartwatch. On July 5th, my online account showed charges for the smartwatch and instead of the 3GB plan I was on in June, which never increased to 10GB, it showed I was only on a 1GB plan. I contacted chat support and they told me they could not find any record of a change so I escalated. The supervisor told me they figured out what happened and would get it fixed. On July 12th, after no changes I contacted phone support. Phone support said they showed no open communication by phone or chat with me ever. As I have been a customer for years and contacted them several times, it appears someone cleaned my account information. They said that was not possible but I later learned a supervisor could delete the info. I escalated and the new supervisor gave me a new case number (provided) and was sending the issue to the promo escalation team. I was told this could take up to 14 days but research online showed it could take up to 21 days. It is now over 21 days still with no contact. The only change in my online account is that I am now shown on 10GB as I originally requested in June.

I wish I had taken screen shots of the chat, as I have no proof. I am ready to negotiate. I just need someone to contact me.