Promotion never added

Dear Xfinity Customer Support Team,

I am writing to formally document and request resolution regarding an unresolved promotional credit tied to my Xfinity Internet and Mobile services.

In December of 2024, I signed up for Xfinity Internet with a promotion that offered $40 off my monthly internet bill for one year if I added a Xfinity Mobile line within 90 days. At the time of enrollment, I was explicitly told that I qualified for this promotion, and I have screenshots confirming this information.

I fulfilled the requirement by adding a mobile line within the stated timeframe. However, the promotional discount was never applied correctly to my account.

Over the following months, I repeatedly reached out to customer support to have this issue resolved. During each interaction, I was assured that the promotion would be correctly applied the following month. Instead, I received temporary monthly credits with the continued promise that the issue would be resolved, which unfortunately never occurred. I have screenshots documenting every interaction I have had with Xfinity agents regarding this issue.

Most recently, I spent over an hour speaking with two different agents and a supervisor. I was informed that an escalation ticket had been created stating that I had changed my mobile plan in July, which allegedly removed my eligibility for the promotion. This is incorrect. I did not change my mobile plan, and even if that were the case, the promotional credit had never been properly applied at any point prior.

Additionally, I was told that a mobile number had been removed from my account, but the number referenced is not one I recognize. The mobile line I activated in March, ending in 5160, remains active today. This discrepancy raises further concerns about the accuracy of the information being used to deny resolution.

During this most recent interaction, the supervisor ultimately agreed that the situation did not appear to be handled correctly. However, the chat ended abruptly when the supervisor disconnected the chat without providing a resolution, which was both surprising and frustrating.

At this point, I am requesting the following:

A full review of my account and the escalation ticket, including the incorrect claim regarding a mobile plan change

Confirmation that the original promotion is honored as agreed upon

A retroactive credit covering the months in which the promotion was not applied

Clear confirmation of my current mobile line details to resolve the confusion regarding the unrecognized number

I have made multiple good-faith attempts to resolve this issue and have spent a considerable amount of time following up. I am simply asking that the promotion I qualified for and was promised be applied correctly.

I appreciate your attention to this matter and look forward to a timely and fair resolution.

Sincerely,
Chris [Edited: "Personal Information"]