Incorrect Charges for iPad & Data Plan, Request for Immediate Resolution

Dear Xfinity Customer Support,

I am writing to formally report an ongoing billing issue that has not been resolved despite multiple attempts and many hours spent with your support agents.

In August 2024, I was contacted by an Xfinity representative who offered me a cheaper plan, including additional data storage and a free iPad device as part of the promotion. I was explicitly told that the iPad would be free and that there would be no separate data plan needed or charged.

However, after some time I noticed recurring charges of $30 per month on my Visa card. When I contacted customer service, I was shocked to learn that I was being charged both for the iPad itself and an iPad data plan—something I was never informed of, never requested, and never consented to.

I immediately requested cancellation and a refund. The representative I spoke with agreed that the charges were inappropriate and confirmed that the issue would be corrected.

To my disappointment, I recently discovered that I am still being charged. I spent nearly three hours on chat, being transferred repeatedly between different departments, only to eventually be told that “nothing can be done,” that “it has been too long,” and even that “nothing in life is free.” These comments were unprofessional and unacceptable.

I am extremely dissatisfied with how this situation has been handled. This was a misrepresentation of a promotion, and I should not be responsible for charges I did not authorize. My husband and I are now seriously considering canceling all of our Xfinity services if this matter is not addressed properly and promptly.

I am requesting the following:

1. Immediate cancellation of all charges related to the iPad and the iPad data plan.

2. A full refund of all improper charges dating back to their start date.

3. Written confirmation that this situation has been corrected and will not affect my account moving forward.

I expect a timely resolution and appreciate your prompt attention to this serious issue.

Sincerely,
A.R. ([Edited: "Personal Information"])