Repeated Billing Error – No resolution after multiple store visits

Hello,

I honestly don't know where else to turn because, after months of trying to resolve this issue, I still don't have a solution.

In August 2025, my wife and I signed up for both Xfinity Internet and Xfinity Mobile. The main reason we chose Xfinity was because we were offered a promotion: one mobile line for $40 per month and a second line free for one year.

Unfortunately, that promotion was never applied to my account.

Since the very beginning, I have been charged for both lines every single month, paying $80 instead of the agreed $40.

I first contacted the sales representative who sold us the phones and set up our account. I never received a single reply.

During the last two weeks alone, I have visited my local Xfinity Store three different times. I have spoken with multiple employees, two different managers, and even the original sales representative, who clearly remembered us and acknowledged that I was right. The Assistant Manager also agreed that the promotion should have been applied, but told me the only thing he could offer was a $100 credit because he supposedly could not correct the billing issue.

That is simply not an acceptable solution.

I am still being billed the wrong amount every month, despite everyone acknowledging that the promotion was supposed to apply. I have also contacted customer service through the online chat, where I ended up stuck in an endless AI loop that led nowhere. I have called customer service, and every conversation ends with another excuse, another transfer, or another promise that nothing can be done.

At this point, I feel completely ignored. I have invested countless hours trying to fix a mistake that was never mine, yet I continue to overpay month after month.

I have never experienced customer service like this with any company. It is extremely frustrating to have multiple Xfinity employees confirm that I am correct while no one is actually willing—or able—to fix the problem. As a customer, I honestly feel deceived.

I am respectfully requesting that Xfinity:

• Correct my account immediately so the agreed promotion is properly applied.
• Refund every month that I have been overcharged since August 2025.
• Provide a definitive resolution instead of sending me from one representative to another.

I chose Xfinity because I trusted the offer that was presented to me. Instead, I have spent months paying more than I agreed to and countless hours trying to correct someone else's mistake.

I sincerely hope someone from the Executive Customer Relations team can finally take ownership of this case and resolve it once and for all. At this point, that is all I have been asking for.

Thank you for your time. I look forward to your prompt response.

Sincerely,

Enrique