Ongoing Billing Issues: Missing Credits, Unauthorized Plan Changes, and Agent Misrepresentation

Hello,

I have been facing persistent issues with my Xfinity Mobile account since the first day I joined. Here’s a brief summary:

• It took over three months to start receiving the trade-in credits I was promised when I signed up.
• Later, I discovered that my plan was changed without my authorization. I never approved this change, and I was not provided with any proof (call logs, chat transcripts, etc.) when I requested it.
• After contacting support, my plan was corrected and some credits were refunded for the months I was improperly billed.
• However, this month, the trade-in credits are missing again, forcing me to spend hours on chat support, month after month, to fix something that should be automatic.
• In December, an Xfinity agent assured me that adding a second line would be at no additional cost. Based on this, I added a line — only to later find that I am being charged $20 per month for that line. Another agent later admitted it was a mistake by the original agent.

This cycle of errors and misinformation is extremely frustrating and time-consuming. I have kept all chat transcripts and account records.

I am requesting:

1. Immediate correction of my billing and application of missing credits.
2. Removal of charges associated with the second line as originally promised.
3. Assurance that my plan will not be changed without my explicit authorization going forward.

If this is not promptly resolved, I am prepared to escalate this matter further through regulatory complaints and legal channels.

I appreciate any assistance from Xfinity Support to resolve this once and for all.

Thank you.