Customer service false claims for credit and account fixes Second time I am writing this . Oops there's an error. YR!

Customer service false claims for credit and account fixes

Second time I am writing this because somehow all of a sudden there's been an error

2 lines mobile and one internet plan. I have not used data from the home internet requirement at all for about a year or more. With no credits given and concerned response that could be credited back.

Both mobile lines are having issues. 1 line has a total broken phone and Sim card that hasn't been used since July 3, 2025. No courteous credit for still paying for all plans regardless of not being able to used the phone and not connecting the 

Main account holders line has a cracked screen and have paid off this old upgraded phone. I CHOSE to upgrade my plan then to the Premium Unlimited 2 upgrades a year to resolve my side of things. When I upgrade the outcome is I have too many devices on a payment plan, which I paid it off. The additional line even has insurance which then wants me to pay the deductible for a 3 year old phone that is out of date. I wanted both upgraded , they're both eligible. Customer service online after hours said everything was resolved even offered a $50 credit which never happened, then stated just go into the local xfinity mobile store. The store says they can't help me for upgrades and actually made me pay before they could do anything saying my account balance was due. Paid everything and still was turned away back to online customer service to resolve sim card and request for new phones. 

I went online through the process of upgrading plan through the app and the website, app blocked me and website gives me errors. Over several months, getting my hopes up constantly run into errors and irregular info , I'm at the last thread. I've given so many chances to retry and still get errors stating check back, and customer service in chat saying they're just updating their site check back. Multiple times, hours wasted this is it....ive tried, will escalate even further reaching out, but I feel I am not the only one as I see forums with multiple complaints.

I'm looking to get 2 new phones and sim cards, covered by you Xfinity/Comcast whoever it is that handles this obvious service sided problem.

We are now behind, why pay. I need phones for work and business, how can we pay bills without communication, yet I'm shutdown,  why? Because I'm not outright buying a new phone? Because I'm already a customer so we dont matter?

To only drive up the appearance that you are gaining only new customers?

What ever it is, im logged in, you have my info, you see I haven't used internet home data for a while and 1 of my lines hasn't used data since July 3 2025 ...dont reply with a give us a call. I want action to help us, not another 1000 minutes in holding and getting the rum around. Customer support please escalate my complaint to the highest level. I'm saving all transcripts anymore and saved recent ones.

I enjoy and promoted your service and deals, No more slacking. Thanks