Urgent Escalation: Account Mismanagement, Incorrect Charges, and Missing Device Return

I am requesting immediate assistance to resolve serious and ongoing issues involving both my and my husband’s Xfinity Mobile accounts. Multiple Xfinity agents have provided false information, placed incorrect orders, and caused extensive billing confusion.

Summary of key issues:

• I was the Xfinity account holder for over three years with two mobile lines and internet service.

• When we moved, my husband opened a new Xfinity account for our new address. We planned to transfer our lines and internet there and close my old account.

• However, when I called to cancel, an agent convinced me to upgrade our iPhones under my old account, claiming it had better promotions - which turned out to be false.

• Several incorrect phone orders were placed and canceled, and eventually both my husband and I were charged for devices and lines that do not align with our actual usage.

• I was promised a $150 credit for being forced to take a more expensive iPhone 17 Pro (1TB) after multiple order mistakes, but that credit was never honored.

• My husband’s new phone is being billed on my old account, even though his number is on his new one.

• Both accounts show duplicate charges and unauthorized new lines we never requested.

• I never received one of the phones Xfinity is charging me for.

• The iPhone 17 Pro (1TB) I decided to return was handed to an Xfinity store within the 14-day period, but I was given no confirmation or receipt, and the device still appears active on the account.

• Additionally, my husband’s new phone was supposed to come with a $1,100 promotional credit, which has not appeared on either account.

This situation has caused financial and emotional distress, and regular customer service has been unable to resolve it.