Request to Restore Wrongfully Removed Xfinity Mobile Promotion

Hello Xfinity Customer Relations,

I am writing regarding a promotional offer that was removed from my Xfinity Mobile account.

I signed up for Xfinity Home Internet as a new customer under a promotion that included one year of complimentary Xfinity Mobile service for one eligible line. I activated the mobile line and the promotion was initially applied correctly.

Approximately one month later, my original iPhone 8 stopped working, so I replaced the device with a Samsung phone. I did not cancel the mobile line, disconnect it, or open a different line. The same mobile line remained active; I simply changed the device being used on that line.

I have now been told by Xfinity customer service that my promotional benefit was removed because I changed phones.

I disagree with this explanation. My understanding is that the promotional eligibility applies to the qualifying Xfinity Mobile line and Home Internet service, not to continued use of one specific physical phone for the entire promotional period.

If Xfinity believes that changing the device on an otherwise continuously active line terminates the promotion, please provide me with the specific written term or condition from the promotional offer that states this.

If no such condition exists, I am requesting that:

1. The original promotion be restored to my mobile line for the remainder of the promised promotional period.
2. Any charges resulting from the removal of the promotion be credited back to my account.
3. Xfinity provide written confirmation that the promotion has been reinstated.

I would prefer to resolve this matter directly with Xfinity. However, if we cannot resolve it, I intend to submit the documentation and account history through the FCC consumer complaint process and request a formal response regarding the basis for removing the promotion.

Please review the original promotional terms and my account history and provide a written response.

Thank you,