direct message

In September, one of your associates offered me free Samsung phone for switching from AT&T. Although I had a working phone and prepaid unlimited data plan with AT&T, I agreed and signed a 2-year and autopay contract with you, since I already had internet with Xfinity. However, you charged me for the phone (>$8/month) without letting me know. As the offer came with 1 GB data limited plan, I was also occasionally charged $10 extra when I exceeded the limit (you did notify me about extra charge). I didn’t notice the phone charge as my internet monthly charge was also ~$40 and I trusted you. In July 2026 (3-months before the end of the plan) I did notice the charge for the phone, and I called the billing department on the 4th of July. After holding my phone for >1.5 hours and a three-way conversation with a manager of the mobile service, you finally agreed the phone charge was a mistake. I was promised a refund/credit for what I already paid for the phone and remove the additional monthly phone charge for the remaining two months. However, the credit showed up only for the next month (August 2026) and I was again charged for the phone in addition to the regular monthly charge in September. As I noticed this in October (last month), I called the billing dept again and this time your associate began to stonewall and denied the offer of a free phone. The person said I ordered the phone, which was not true. Why would I do that when I had a working phone (I still have it). If I need to buy one, I would look for a bargain on the internet or come to your store to buy it (just as I did it from AT&T with my previous phone). Not only you overcharged (the same model costs $160 on Amazon), the phone also didn’t even come a charger. When I visited the Xfinity store for moving my services from AT&T, the associate told me only the phone is free and I have to pay for the charger. Luckily my old charger worked with the new phone as both phones were Samsung make. I am not asking for any extra favor and requesting a fair treatment of your loyal customer. Please send me a check ($190) or credit that amount towards my mobile bill for the next few months. Thank you very much.