$480 promotional credit confirmed by 4 reps (incl. a supervisor) — never applied

On May 9, 2026, I switched from Boost Mobile to Xfinity Mobile after being told by the agent who signed me up that my new line would be free for 12 months, tied to my existing Xfinity Internet plan, plus a $5/month port-in discount. That promise has never been reflected on my bill — I've been charged the full $40/month line fee since day one.

Since then, I've contacted Xfinity customer service four separate times over two months. On every single occasion, a different representative — a live chat agent, a phone rep, a front-line rep, and finally a shift supervisor in the Mobile billing department — confirmed that this promise had, in fact, been made to me. One agent explicitly agreed to apply a $40/month credit for 12 billing cycles ($480 total) and told me to follow up after my first bill generated. When I did, a supervisor told me plainly that current policy would not allow the credit to be applied under any circumstances, and that the internal investigation into this was intended to address employee conduct — not to fix my account.

I'm not asking for anything beyond what I was already told, in writing and on recorded calls, that I would receive. I've already filed a formal Notice of Dispute with Comcast's Legal Department and an FCC complaint, but wanted to post here too, since I've seen this forum get real staff attention on similarly stuck billing situations.

Happy to share account details via direct message with anyone who can actually look into this.