Promotion Not Honored

Xfinity: On November 21, 2024 I saw a promotion on your website for WiFi service at $35.00 a month for 12 months, plus free mobile service with unlimited data for 12 months. I entered your chat line and spoke with Thomas. I have the transcript and reference numbers to confirm this. We chatted at 21:18:08. In the transcript, Thomas confirms that the charge is $35.00 for WiFi with free mobile service/unlimited data for 12 months. On January 30, 2025 I received a charge to my credit card for mobile service, total $68.17. On March 31, 2025 I received a charge for mobile service for $17.65. Then, on May 1, 2025, I received a charge for mobile service at $41.95. The total for these charges, for mobile service, is $127.77. When I received the first and second charges, I entered your chat line and was told the charges would be credited to my account. They never were. When I saw the added charge, from a notice received on April 29, 2025 I called Xfinity’s billing department and spoke with Sandra (on 4/29/25 at 1:52 pm). Sandra spoke with her supervisor, Angel, and confirmed that I was receiving these charges for mobile service in error. Sandra told me that my credit card account would be credited $127.77, and I would see this on my statement in 5-7 business days. The credit has not appeared on my account. Also, Sandra told me that moving forward, I would only be charged $35.00 for WiFi and then $1.95 as a tax for my mobile service, total $36.95 per month. I would like my account to be credited $127.77 as soon as possible. I have spent hours on Xfinity’s chat line and hours talking on the phone with Xfinity’s billing department in order to rectify this unpleasant situation. Moving forward, I am expecting to see a charge from Xfinity’s that only totals $36.95 a month. In the meantime, please credit my account $127.77. I am expecting to see this credit of $127.77 in 5 to 7 business days, if not sooner.