Dispute Regarding Promised $500 Promotional Credit Misrepresentation

Hello,

I am writing to request an executive escalation regarding a promotional agreement that Xfinity Mobile is currently refusing to honor.

I am an existing Xfinity Mobile customer with 3 lines. A sales representative explicitly offered me a promotion to switch my son's line from another carrier to Xfinity. I was promised that the line would cost $20/month and that I would receive a $500 promotional credit toward a new phone for porting the number over.

Based on this specific offer, I initiated the switch, activated the new phone, and successfully ported his existing number. Now, customer service is giving me conflicting information, stating the promotion cannot be applied and claiming I need to pay $30 instead of $20.

I have spent hours on the phone with multiple agents and refuse to be penalized for misleading sales practices. I fulfilled my part of the agreement, and I expect Xfinity to honor the $500 credit and the rates originally promised.

Please have an official corporate representative reach out to me via direct message to review my account notes and resolve this billing dispute. Thank you.