Xfinity Mobile Billing

After years of receiving free for one year promotion emails and mailer ads, I finally added mobile. My first bill I was charged full price and an activation fee that was also supposed to be free.

Apparently, due to me trying to add mobile last year even though the activation never went through and I ended up canceling the order for service, they said I no longer qualified as the system says I used that promotion already. How, if I never activated service? Why did I continue to receive the offer saying I qualified and why did the agent at the store who signed me up also say I qualified?

According to the Supervisor of billing who is the last line of defense (in his words) it’s a system error, so even though I didn’t get to use the promotion, I can not use it moving forward cuz the system doesn’t think I’m a new customer. I could understand if I activated service and my phone number and device was used even for just a minute on xfinity mobile then yes I was a customer who then canceled service after. The order was never completed, it was open and then canceled. 

So because of this system error the only option I have is to pay full price and not get the benefits of being a new customer. Call me crazy but if it’s a system error, shouldn’t there be a way to fix that error? Or at least offer some other sort of resolution as a part of good customer service. I can’t even utilize the Comcast Guarantee because these agents kept telling me it would get resolved and now it’s past the 14 days for the guarantee. 🤦🏽‍♀️😭