Unresolved Issues Associated with Multiple Accounts

I want to start by saying I’m frustrated and disappointed with my experience over the last couple of months with Xfinity. I’ve been a customer for years. I’m writing based on multiple encounters with customer service over the last few weeks, which have ended with no resolution and a lot “I don’t know” and “there’s nothing we can do” from multiple representatives. As you can imagine this isn’t an enjoyable experience to be in. This has been countless hours on the phone and multiple times re explaining the situation that still isn’t resolved. I’ve exhausted all options at this point and want someone to be able to understand what I’m saying and have this resolved. 

I’m wondering if your team will be able to assist with the problems I’m experiencing or get me in contact with someone that can actually assist with this matter. There should be notes about my phone calls, but just to explain. I was enrolled in new accounts as of March 2025, with the “Loyalty department”, which they stated I could set up a new internet plan along with a free phone lines (for one year) for both of my houses, which it was stated that it would be around $10.00 to $15.00 a month from my understanding. First off, none of this occurred as both of my houses with the internet are around $40.00/month and the phone lines don’t even have the proper phones attached (I don’t even know where the phone numbers are from). We were also supposed to have these lines off of my parents phone line as they had 5 phones attached through Xfinity mobile, which should have been dropped down to three lines, ultimately lowering their bill. It was also discussed from my understanding that they would have unlimited data on their internet plan, which this also didn’t occur.

The frustration is coming from all of this being said that it would be completed and false promises. I was charged the initial start up for the phones as well based on starting new phone plans on both of my accounts under my name. 

Can you please get me in contact with the correct department to discuss this further so I can have whatever is needed to be adjusted along with any credits that should be associated with all of the accounts?