Misleading Experience with “Unlimited Line Included for a Year” Offer — Extremely Disappointed

I recently switched to Xfinity Mobile after seeing the “Get an Unlimited #G mobile line INCLUDED for a year” promotion. I activated the line after confirming all offer details via chat with an Xfinity representative. I specifically asked about any hidden charges, eligibility criteria, and whether my existing Xfinity internet account qualified — I was assured everything was in place and that the offer would apply.

Now, I’m shocked to see an upcoming auto-payment for $40 in line charges, plus a $25 one-time fee — totaling $65. This completely contradicts what was promised.

What’s worse: when I contacted customer support, I was told no such offer had been applied at activation. How is this even possible when I did everything by the book — through official channels, with documented conversations?

I’ve been an Xfinity internet customer for years and have always paid my bills on time. I trusted Xfinity’s representative and made this switch based on that trust. Being told now that “nothing can be done” feels like a complete betrayal of customer loyalty.

This isn’t just a billing issue — it’s about accountability and honoring what was promised during the onboarding process. I expected better from a company like Xfinity.

I’m asking for someone to please review my case, verify the chat records from the time of activation, and correct this error. This experience has been deeply frustrating, and if not resolved, I’ll have to reconsider staying with Xfinity altogether — both mobile and internet.