Urgent Escalation – Financial Loss Due to Incorrect Xfinity Agent Information

I need help from a higher-level Xfinity Mobile support team.

I have repeatedly received different, conflicting, and incorrect information from Xfinity agents, and I made financial decisions based on the information they provided.

Smartwatch: My smartwatch had a 24-month promotion. Before deactivating the watch line, I checked with two different Xfinity agents to make sure it was safe. Both told me that the watch was paid off and that I could deactivate the line. I specifically asked why my account still showed a balance, and I was told not to worry because it would be removed. I have the chat transcripts.

I followed their instructions and deactivated the line. Afterward, I was told something completely different: that my remaining promotional credits had been removed and that I now had to pay the remaining device balance. I would never have canceled the line if I had been given the correct information.

Mobile line: I was also told by Xfinity agents that I could extend my mobile-line promotion for another year. I relied on that information, but after my current promotion ended, I discovered that no promotion was actually available on my account.

Since then, I have contacted Xfinity many times and have received different answers from different agents and supervisors about the same issues. This has caused significant confusion, wasted many hours of my time, and resulted in financial consequences because I relied on information provided by Xfinity representatives.

I need a higher-level team to review my account, previous chat transcripts, and the conflicting information I received and provide one clear and fair resolution.