Dissapointed in service of xfinity

I'm hoping someone from Xfinity can help because I've spent countless hours on the phone with customer service, and I keep getting different answers. At this point, I don't know who else to talk to.

When I originally signed up for Xfinity, I specifically told the representative in the store that I did not want to activate Xfinity Mobile. I already have a phone with T-Mobile, and my phone is locked to T-Mobile. I had no reason to activate another mobile line.

Despite that, the representative activated a mobile line anyway without my knowledge or permission. I didn't even realize it had been activated until much later.

Because that mobile line was activated, my account qualified for Platinum status. While I was Platinum, I used the $300 Platinum promotional code to purchase an Apple Watch. The promotion applied successfully, and you can verify it on my bill from that month.

Around the same time, I noticed another serious issue. A Bring Your Own Device line had been activated using an IMEI that does not belong to me. It showed an iPhone X that I have never owned or used. I immediately reported this as fraud because I never provided that IMEI and never authorized that device to be added to my account.

The fraud investigation was eventually closed, but no one contacted me. I only found out after asking about it myself, and I was simply told that no fraud had occurred. I strongly disagree because an unknown device was placed on my account without my authorization.

After several long calls with customer service, I finally spoke with a representative who understood the situation. Since I already have T-Mobile service and couldn't use Xfinity Mobile with the watch, he told me the fair solution would be that I would simply continue paying for the Apple Watch at the promotional price (about $12–13 per month after the $300 discount) and that I would not be charged for the mobile service because I wasn't going to use it.

Based on that agreement, I decided to keep the watch instead of returning it.

Now my bill is charging me the full financing amount (about $20 per month), and every representative I speak with tells me something different. The latest explanation is that I no longer qualify because I'm no longer Platinum.

That doesn't make sense because I was Platinum when I purchased the watch. The promotion was accepted, the order went through, and I received the device based on my eligibility at the time of purchase.

I've also been told there are no notes about what I was promised. If that's true, then please review the recorded phone calls. I've spent hours talking with customer service, and those recordings should verify exactly what I was told.

Now I'm being told my only options are to return the watch or continue paying the full price.

Neither option is fair.

If I return the watch now, I'm also out approximately $40 in Apple Watch accessories that are now past Amazon's return window because I reasonably believed I would be keeping the watch.

I'm not asking for anything unreasonable. I'm simply asking Xfinity to honor the agreement that was made or provide a fair customer retention solution considering the mistakes that were made on my account and the amount of time I've spent trying to fix them.

Can someone from Xfinity Executive Customer Relations or a community specialist please review my account, listen to the recorded calls, and help resolve this? I'd really appreciate someone taking ownership of this situation instead of sending me back and forth between departments.