Urgent Billing Discrepancy – Charged for Services That Were Supposed to Be Free

Dear Xfinity Support,

My name is Sohrab [Edited: "Personal Information"], and I am a resident of [Edited: "Personal Information"].

When I signed up for Xfinity service, I was clearly told by your customer service representative that I would receive free internet and one free mobile line for one year as part of a promotion for residents in my apartment complex.

However, I was recently charged $58, and my account shows an iPhone 11 line that I never received. I did not receive a device, nor did I authorize any charges for this service.

I am requesting the following:

1. A full explanation of why I was charged $58.

2. Immediate removal of any unauthorized services or devices (including the iPhone 11 line).

3. A full refund of the incorrect charge.

4. Confirmation that my account reflects the originally promised promotion of free internet and one free mobile line for one year.

Please investigate this issue and get back to me as soon as possible. I can provide screenshots or documentation of my billing history if needed.

Thank you for your prompt attention to this matter.

Sincerely,
Sohrab [Edited: "Personal Information"]