Apple Watch Promotion

Hello Xfinity Support,

I need assistance with an Apple Watch promotion issue involving two devices received under the $300 off / $300 watch offer.

There are two separate concerns:

1. My wife’s watch  
At the time of purchase, we were told she could simply pair the watch to her iPhone and choose not to activate a separate cellular line. That option was presented as a valid customer choice that would not affect the promotional terms. Based on that representation, I will not accept any attempt to reverse promotional credits, charge back the device cost, or impose a mandatory line fee for her watch.

2. My watch  
I am willing to activate and pay the $10 monthly line fee for my watch as a standalone cellular device—but only if Xfinity can successfully resolve the current activation issue. At present, the watch cannot be activated due to an eSIM/provisioning issue preventing proper setup.

My requested resolution is:

• Confirm my wife’s watch remains eligible for the promotion without chargeback or line charges based on the sales representation made to us  
• Escalate my watch activation issue to technical/engineering support  
• Do not charge me for service that cannot be activated or used  
• If the issue cannot be resolved promptly, remove the line charge or apply offsetting monthly credits until it is fixed  
• Provide a case number and next escalation contact

I’m trying to resolve this reasonably and would appreciate prompt assistance.