Request for Manual Promotion Override OF FREE Xfinity Mobile line – 30-Year Diamond Loyalty Customer Penalized by Sales Misinformation

[Edited: "Personal Information”] 

To the Xfinity Executive Customer Committee,

I am contacting you as a 30-year Diamond Loyalty member to request an executive billing override. I want to bring 3 mobile lines over from T-Mobile to Xfinity Mobile under the current "12 Months Free" promotion (with the other 2 lines on the $30 Mobile Select plan). However, your automated retail system is blocking the promotion because my account is incorrectly flagged as an "existing mobile customer."

This flag is the direct result of sales misinformation. Earlier this year, an Xfinity sales representative misled me into opening an Apple Watch line under the false pretense that it was completely free. When I discovered the hidden fees, I immediately fought the charges. Xfinity subsequently investigated the matter, accepted the returned hardware, and completely waived the device balance due to the agent's deceptive tactics.

Because I had to cancel that fraudulent line to protect my finances, the automated system now views me as an ineligible existing customer. It is entirely unfair that a 30-year Diamond customer is being penalized and denied a legitimate promotional offer because of a documented sales scam perpetrated by an Xfinity employee.

Standard front-line agents are unable to assist because they lack the administrative authority to bypass system restrictions. Therefore, I am requesting that an executive or loyalty manager manually override my profile or apply a recurring $30/month billing credit for 12 months so that I can proceed with transferring my 3 lines from T-Mobile.

I value my long-term relationship with Xfinity and look forward to your prompt response to resolve this billing discrepancy.

Sincerely,

user_8x8ix2 [Edited: "Personal Information”]