Request for Executive Escalation – Unauthorized Mobile Line and Lost Promotional Eligibility

I'm requesting assistance escalating an unresolved issue to Executive Customer Relations.

I previously contacted Xfinity regarding the promotion offering a free mobile line when bundled with internet service. Because my existing phone had not yet been paid off, I canceled the order before it was completed. During that interaction, I explicitly told the representative that I did not want the mobile line.

Despite my instructions, the line was subsequently added to my account without my authorization. Now, months later, I've been told I cannot take advantage of the free-line promotion because that line was already added.

I've contacted customer service multiple times, explained what happened, and requested copies of the original chat records, but the issue remains unresolved.

My concern isn't about charges for the line. It's that an account change I explicitly declined is now preventing me from receiving a promotional benefit I otherwise would have pursued.

I'm asking for this matter to be reviewed by a team with the authority to investigate the original transaction, review the available account records, and correct the resulting promotional eligibility issue.

Could an Xfinity moderator please contact me privately to help escalate this to Executive Customer Relations or Executive Resolutions?

Thank you.