Mobile Promo Erased After Move — Overcharged $40/mo Since October & Stuck in Support Loop

Hello,

I am writing to seek assistance from an Xfinity Support corporate representative to resolve an ongoing, highly frustrating billing issue with my Xfinity Mobile account.

Issue Summary: I had an active promotion for a free mobile line ($0.00/month) for 12 months. In October, I moved residences and successfully transferred my Xfinity Internet service to my new home. Unfortunately, the address change caused the system to drop my mobile promotion, and I have been erroneously charged an extra $40 per month since last October.

To make matters worse, I have been caught in a frustrating loop trying to resolve this: customer care agents over the phone/chat tell me to go to a physical Xfinity store, but when I visit the store, the retail staff tells me they don't have the tools and that I must contact customer care.

Current Status: During a chat session in Jaunary, an agent finally confirmed the error and issued manual credits ($50 + $25 + $40 + $40) to make up for the past overcharges. However, the agent informed me that they hit a system limitation and cannot reapply the actual promotional code for my future bills, meaning I will continue to be overcharged full price moving forward.

Since front-line support and the physical retail store are stuck, I need an advanced specialist or forum administrator to intervene, open a ticket, and correctly reinstate the remaining months of my 12-month line promotion.

I have the full chat transcript from today saved. Please let me know when an official representative can reply so I can securely send over my account details via Direct Message.