Poor Customer Service [Edit]

On June 22nd, they went to the Xfinity store near them to get new phones and start a mobile plan. My daughter was already on my plan so she needed to be transferred off mine and moved to her own with her husband. Her husband was coming over from AT&T. They also wanted to get the buy one line get one free promotion. Her husband was going to be trading in his phone since his was in pristine condition. They were there for three hours just trying to get her phone transferred from my plan to her plan. While the sales guy sitting in front of them was on the phone with someone in your back office trying to do the transfer, a line was added on the plan with a random number on it. The whole idea was to transfer her phone number and move his number from AT&T. There was zero discussion of creating a new number or getting a third line. They noticed on the bill about two weeks ago that there were three lines on their plan. His phone number, her phone number and a third number. They called customer service and they were told that they had a free line and that the promotion was applied to the 223 phone number. They do not use a 223 phone number. There should not be three lines on the plan. The agent they spoke to last week on the phone went ahead and deleted the line and told them that the free line has been moved to her husbands phone number (since it’s a brand new line) and that once all the trade in credits apply, the payment would go down to $80 or so dollar if you didn’t count the one time fees. Anyways, The bill is currently 226 since they are paying for both lines that are being used. This doesn’t make any sense. It should be buy one get one free on the two lines they use; his and her phone number but the guy creating the plan created the fake number as the first line. This number shouldn’t have ever been on the plan. They have spent countless hours speaking with customer service and they are being told that since the first line was deactivated, they no longer qualify for the promotion…even though this was Xfinitys mistake when creating their plan. They are brand new Xfinity mobile clients and are very unhappy with the service or the lack there of that is being provided. They are being penalized for the company’s mistake and they want this resolved. No one is providing any assistance in FIXING the issue and applying the promotion to her husbands line.