Executive escalation requested: Missing device credits and disputed plan-change explanation

I saw instructions stating that I should contact Xfinity Support through direct message, but I cannot see the Direct Messaging icon on my account. Please explain how I can contact your team privately.

I am requesting escalation to Xfinity Mobile Executive Resolutions regarding missing device promotional credits and a formal complaint about the employee who handled our purchase.

On September 4, 2026, we purchased three phones after being promised discounts of $500 for Samsung, $600 for Google Pixel, and $400 for iPhone. These device promotional credits are missing from our October bill.

When we questioned this, a representative claimed that we had changed plans and that this caused the promotions to disappear. We did not request a plan change. Our original purchase confirmation and October bill both show Mobile Select. We have a recording of the explanation given to us and request that Xfinity substantiate the alleged change.

The upfront payment was explained to us as tax, but the receipt separately lists device down payments and sales tax. We believe the costs and promotional eligibility were misrepresented at the time of sale.

We have also had to visit the store several times seeking a resolution, only to be told that the store cannot do anything. These repeated visits have wasted our time without resolving the issue. I would also like to register a formal complaint about the employee’s misleading sales representations and handling of this matter, including the repeated store visits we were asked to make without receiving a resolution. We are concerned that these practices could mislead other customers as well.

We request an investigation, application of the promotional benefits promised at sale with any missed credits, clarification of the upfront charges, and a written resolution. If Xfinity disputes eligibility for any promotion, please provide the applicable terms and specific reason.

We have the purchase email, bill, promotional pamphlet, and recording available for private review. Please provide a secure submission method and a case number. We would like to resolve this directly with Xfinity before escalating to the FCC.