Xfinity Mobile: Unauthorized duplicate line, missing $930 trade-in promo, and $99.07 bill estimate ( Expected $7.49/mo)

I need urgent help from the Xfinity Corporate / Digital Care Team to resolve three agent-created errors on my Xfinity Mobile account before my billing cycle closes on Nov 20. I spoke with an executive escalation representative on 10/30 who promised to resolve this, but I have not received a follow-up in 12 days and my Next Bill Estimate is showing $99.07 instead of the $7.49/mo total I agreed to:

1. Remove Unauthorized Duplicate Line ($94.19 + $19.88 error): An agent previously added a placeholder BYOD line (for my Pixel) to my account without my consent. When I later ordered an iPhone 18 Pro for my wife and ported her number from T-Mobile, her ported number and the new iPhone got split across two lines. Even though her number is now active on her iPhone 18 Pro, my bill estimate is still charging me $94.19 for two active Mobile Plus lines plus a $19.88 charge, and the extra Pixel placeholder line is still stuck on my account triggering automated calls about a 11/21 number transfer deadline.

2. Honor the $0/mo 1-Year Free Line Promo on the Single Line: When I ordered the iPhone 18 Pro, I was promised that my 1-year free line promotion would cover the monthly cellular service on my wife's line ($0.00/mo for service). Furthermore, because the unauthorized line was opened early on Sept 21 without my consent, my 1-year free line discount started burning a full month before my wife's phone even arrived.

3. Apply the Missing $930 iPhone 14 Pro Trade-In Promo ($7.49/mo net device cost): When placing the order for the 256GB Burgundy iPhone 18 Pro ($33.33/mo), the sales agent walked me through the full trade-in questionnaire for my wife's iPhone 14 Pro for the $930.00 trade-in promotion (-$25.83/mo over 36 months, bringing the phone down to $7.49/mo). However, the agent failed to actually submit the trade-in on the order, so I never received a shipping label and am currently being billed $25.00/mo for the device instead of $7.49/mo. Check the 10/22/26 call logs to validate that the agent promised me the trade-in. Also, the agent claimed I needed to make a down payment of $227.49 on this phone when placing it, but I'm not seeing this same requirement through the online xfinity phone ordering portal. 

What My Final Bill Needs to Be Before Nov 20:

• 1 Single Active Line (on the iPhone 18 Pro): $0.00/mo (with the 1-year free line promo honored)

• iPhone 18 Pro (256GB Burgundy): $7.49/mo ($33.33/mo minus the -$25.83/mo trade-in credit for 36 mos)

• Duplicate Pixel Placeholder Line & Extra Charges ($94.19, $19.88, and $25.00): Canceled and credited in full

• Expected Monthly Total: $7.49/mo (+ local taxes)

Please let me know when I can send a Direct Message with my account details, phone numbers, and previous ECM ticket number so we can get this fixed before Nov 20.