URGENT: Return Window Expiring, Unresolved and No Supervisor or Billing Rep Call Back / Response [Edited]

I am requesting immediate assistance from an official Xfinity representative regarding Ticket [Edited: "Personal Information"], which was opened on July 6 concerning my mobile device promotional review.

This issue has now been unresolved for more than a week despite multiple promised callbacks, and my 14-day return period continues to expire while I wait.

Timeline:

• July 6: My concern was escalated, and Ticket [Edited: "Personal Information"] was created. I was promised a supervisor callback by July 8, and then advised it would be no later than July 10. I never received either callback.

Today July 13th, I spent more than three hours trying to obtain a status update:

• Call #1 (1 hour 3 minutes): The representative could not properly access or review my active ticket and ultimately suggested that I return the phone before my return window expires.
• Call #2 (44 minutes): I was assured that a supervisor would call me back. No one ever did.
• Call #3 (1 hour 9 minutes): I explained that I am approaching the end of my return period and cannot continue waiting indefinitely. I was transferred to the Loyalty Department, where I was told another request would be sent to Billing and that I should wait an additional 72 hours. While waiting for the new ticket number, the call was disconnected after I had already been on hold for more than an hour.

My concern is straightforward. I activated the promotional mobile line  while deciding which phone to purchase. After selecting a new device, I completed the purchase based on my understanding of the applicable promotion. I requested a review because I believe my purchase should be evaluated in connection with my original promotional mobile enrollment.

At this point, my biggest concern is no longer just the promotional review—it is that my 14-day return window is expiring while I continue to receive delayed or missed callbacks.

I am respectfully requesting that an official Xfinity representative:

• Review Ticket [Edited: "Personal Information"] immediately.
• Provide a status update on my promotional review.
• Have a supervisor contact me as soon as possible.
• Advise how my return rights will be protected while this case remains pending.

I would prefer to keep my Xfinity Internet, Voice, and Mobile services if this matter can be resolved fairly. However, if my return period expires because this review remains unresolved, I will have no reasonable option but to return the phone and reconsider my Xfinity Mobile service.

I appreciate the assistance of an official Xfinity representative and hope this matter can be resolved promptly.