Xfinity Mobile billing issue: incorrect line created during port-in, seeking help with refund request

Hi everyone,

I’m looking for advice regarding an Xfinity Mobile billing issue. The agent never calls back as they promised.

I ported two lines to Xfinity Mobile on August 26, 2025 at an Xfinity retail store. During signup, the representative told me there was a promotion with one free Unlimited line for one year, and each additional line would be $20/month. My friend and I joined Xfinity Mobile together based on that promotion.

Later, I discovered that an incorrect additional line had been created on my account during the port-in process:

• Phone number: (999) 999-9999
• Usage: 0 GB, 0 calls, 0 messages

This line was not a real activated phone line. It appears to have been created by mistake when my original number was being ported.

The concern is that this incorrect line remained on my account and appeared on my monthly bills. My Unlimited Data charges were:

• Unlimited Data subtotal: $80/month
• Unlimited line promotion: -$40/month
• Net Unlimited charge: $40/month

Based on the promotion explained to me at signup, I expected the second line to cost $20/month, so I believe the incorrect line may have resulted in being overcharged.

I discovered this issue on May 17, 2026 and contacted Xfinity Mobile support immediately. After several weeks of communication, Xfinity removed the incorrect line from my account. During the support process, I was told that my account would be reviewed for a refund dating back to August 26, 2025, and that someone would call me back with the result.

However, I have not received any callback or final resolution.

I also noticed that my first bill included:

• Two activation fees ($25 × 2 = $50)

I am unsure whether these activation fees were correctly applied under the promotion I received.

My questions:

1. Has anyone experienced an incorrect line being created during Xfinity Mobile port-in?
2. Has anyone successfully received a refund for charges caused by an incorrect account setup?
3. Is there a recommended escalation path to resolve a delayed refund investigation?

I have copies of my billing statements showing the incorrect line appearing on my account.

Thanks for any advice.