Mobile Billing issue

Dear Xfinity Executive Escalation Team,

I am writing to formally escalate an unresolved billing issue involving Xfinity Mobile and the failure to honor a promotional offer for 12 months of free mobile service. Despite spending hours working with customer support across multiple chat sessions and phone calls, the issue remains unresolved, and previous assurances of a permanent fix have not been honored.

Background and Promotional Offer

In September 2025, when I transferred my Xfinity Internet service to my current address, an agent verbally offered me 12 months of free Xfinity Mobile service, along with other promotional incentives, including a free Apple phone. At the time, I declined the phone offer and indicated that I might revisit it when I needed a new device.

Shortly afterward, when I visited an Xfinity store to return my old internet equipment, I asked for further clarification about the free 12-month mobile service promotion. I was informed that my existing phone would not qualify and that I would need to port a phone number or activate a new line to be eligible.

In February 2026, I accepted an official Xfinity promotion for 12 months of free mobile service by adding a new line to my existing Xfinity Internet account. I activated the line directly through the promotional link displayed within the official Xfinity app. On February 12, 2026, I received an order confirmation showing the Unlimited plan fully pay with a $0 charge, leading me to reasonably believe that the promotion had been applied correctly.

My credit card was initially charged $5.38 in March, which I assumed was tax or other expected charge. However, beginning in April, my credit card on file was repeatedly charged approximately $40 plus tax each month for the line that was supposed to receive 12 months of free service.

Repeated Attempts to Resolve the Issue and Broken Promises

I have contacted Xfinity support multiple times through chat and phone calls, spending hours trying to resolve this matter. Rather than receiving a lasting solution, I have repeatedly been given temporary credits that fail to prevent subsequent charges.

The issue was escalated to a supervisor several months ago, after which a member of the back-end team contacted me directly. During a 30-minute phone conversation, he thoroughly reviewed my account and explicitly assured me that the issue had been fixed permanently and that I would see $0 charges for this line going forward.

However, approximately one month after that conversation, my AutoPay was charged the full amount again in August, directly contradicting the assurance I had received.

When I contacted support again earlier this month, I was told that the promotional code had not been added during activation and that there was nothing further they could do.

This explanation is unacceptable. I activated the line through an official promotional link within the Xfinity app and received an order confirmation showing a $0 charge. If the promotional code was not properly attached to my account due to an activation or system-processing error, that is not a mistake I should be expected to pay for.