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6 Messages

Friday, September 22nd, 2023 8:22 PM

Closed

Free Phone Isn't Free

Hello, I've spent hours with support recently trying to resolve an issue. Xfinity support promised my wife a free phone (a Pixel 7), which they sent us, but now it looks like we will be charged around $29/month for it. A few days ago, I talked to an Xfinity support agent on the phone for close to an hour, and she promised to create a support ticket and email it to me so I could attach my video of the original support agent promising the free phone. However, the email never arrived. 

Some support agents have told me no problem, we will make sure it is free, and others have said I should send the phone back.

We will not send the phone back. It was sent to us by Xfinity and we were told by Xfinity that it would be free. Xfinity needs to take ownership of this and provide the phone for free as promised. 

All Xfinity agents I've spoken to and chatted with have been super friendly and have seemed very helpful, but unfortunately it seems like they are all putting me through hoops and hoping I just stop trying to get this issue resolved. Long wait times, many transfers, being told to call a phone number that then redirects me back to chat support, being told a support case will be made for me, etc...

Since I've spent so many hours with chat-based support and phone-based support, I'm posting here as well to see if this channel can get me to a resolution.

5 Messages

7 months ago

I just got out of this support nightmare with mobile (kinda). I'm forced to keep internet as no other service is available. They charged me $12 to get the device. Conversation we had- +I want to bring my own device. -We dont support that device. I can get you this one for a fee of $12. +I thought the device was supposed to be free. -Nope, you have to pay a fee. +Only this one time? -Yes. Now I'm being charged for the full price of the phone. If I can get a credit on my bill for balance due on the device and a return shipping label, I'll send it back. Didn't want it in the first place, I wanted to BMOD. Then looking through the bill, I found this...

Device Payment $8.33
$8.33/mo for 24 months
Promo Device Credit($8.33)$8.33/mo for 24 months
Line setup fee
A one-time $10 charge will appear on your first bill after device purchase.

And this is on my bill now.

DEVICE BALANCE

$175.00

of $199.99

DEVICE PAYMENT DETAILS

21 Payments Remaining
$8.33/mo, with final payment of $8.40

And I've had to pay also...

SEP 13, 2023 Auto Payment $2.35
AUG 13, 2023 Auto Payment $7.67

Even though their website says...

Add Xfinity Mobile to stay connected to the most reliable 5G network nationwide.

 

If you have both internet and mobile service, the ACP benefit will be applied to the internet portion of your bill first, then mobile service.

Nope.

6 Messages

It saddens me to hear you (and as I've come to discover, others) going through similar struggles with this shady company! The main difference between our two cases is that sending back our new phone is off the table for us—my wife has already gone ahead and fully switched over to it and really loves it and fully understandably will not accept Xfinity agents' requests to send it back. We were promised it would be free, we consented electronically to that, they sent it to us, and then they made it not free. Such a scam! I think they just depend on many people not wanted to take the time to sue them, and furthermore they depend on people just accepting the outcome of these shady "deals" because we are busy and don't want to spend hours and hours over the course of many months with them trying to sort things out. 

I haven't even mentioned all the issues I've had with them. Every step of the way, Xfinity support agents have seemed helpful and promised resolutions, but every change they make turns out to have negative side effects—SIM card being sent for incorrect number, phone promised for free starts accruing charges, additional unwanted and unrequested line accruing charges, phones not activating without ~1 hour with Xfinity support due to their website activation process erroring out....

Official Employee

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1.5K Messages

Hello there @User983738!  We greatly appreciate you taking time out of your day to voice your service concerns and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited on this platform. We're unable to perform any device or account specific requests over this platform. Have you tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?

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Visitor

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4 Messages

I too am in a similar situation. Promised free phone now I owe 700? Promised I could send it back even have a screenshot of the conversation  because it seemed too good to be true. I filed with fcc I think and came back to find posts of others because there is a lot of people saying the same thing( free phones that are not free.) And see how they handled it. I am filing with everyone possible no way am I going to pay for this "free" phone & am not wasting another min with support being lied to that someone will call and take care of this. 

1 Message

@user_h8d4m7​ if I’m reading that correctly, the phone is free. The device cost is $8.33/month and you’re getting a credit of $8.33/month.  That cancels each other out.  They do that so you’re on the hook for the balance if you cancel early. Hope that helps. 

Official Employee

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939 Messages

 

user_3idomg, Thank you for your assistance in Xfinity Forums. This would be difficult for me to answer without seeing the agreement. What I can tell you is that Xfinity Mobile saved my family a ton of money, and we love the service. If you do need any help, you can reach the Xfinity Mobile department directly by • SMS Text Message: 1 (888) 936-4968 • Phone: 1 (888) 936-4968 • Chat: https://www.xfinity.com/xfinityassistant/?channel=xMobile.

 

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Official Employee

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1.3K Messages

7 months ago

Hello, @User983738. Thanks for posting on our community forums to let us know about your situation. I'm sorry that this has been your experience so far. Here on social media, we have very limited access to help with Xfinity Mobile concerns. To confirm, have you tried reaching out to our Xfinity Mobile Support team by all of these means? 

 

- SMS Text Message: 1 (888) 936-4968

 

- Phone: 1 (888) 936-4968

 

- Chat 

6 Messages

This is a fantastic example of Xfinity customer support. I tell them I've contacted multiple Xfinity support channels and am being made to jump through hoops, and they suggest additional hoops I can waste my time with. Incredible!

Nonetheless, because this issue still has not been resolved, I did contact the additional channel there that I had not contacted before: the text support line. Turned out it was exactly the same as the support chat (once you get ahold of an agent), just via text instead. 

Guess what the text support agent told me? I should take my concern to an Xfinity store. This is the shadiest and most frustrating company I have ever done business with. If this issue were to be resolved, I'd actually be pretty pleased with my service, but as things stand right now with this current situation (which I will continue to fight until they make it right), it's a 0/10 would not recommend from me. So many lies and misdirection from Xfinity supports agents!

Contributor

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154 Messages

7 months ago

Can I ask why you think you'll be charged for it? Because when you get a free phone, they technically charge you the monthly payment, but then they give you a device credit for it, so it doesn't end up being free. No I don't know if that's the case or if you didn't port a number or what?

5 Messages

Free?

SEP 13, 2023 Auto Payment $2.35
AUG 13, 2023 Auto Payment $7.67

Nope. :(

5 Messages

And then there now is this...

Your Aug 24 - Sep 23 billing cycle has ended. Your bill statement is $25.56 and will automatically be charged to your Mastercard on file on Oct 14.

To resolve this will be another few hours trying to get an agent on the phone as the automated system dosen't have the options to help with our situations.

Yay me.

Not free.

6 Messages

@tuffigirl​ As far as I can see, I haven't been charged the $29.17 monthly charge for it yet, but I've been trying to get ahead of it so it can be straightened out before the charge. In my account in the app and website, it says I will be charged that amount without displaying any device credit,  and numerous support agents I have spoken to and chatted with also confirmed I will be charged that monthly amount. But, you're right, hopefully a device credit will be applied once my billing cycle ends in a week! We did port the number though—we followed all instructions we were given to set my wife up with this new phone. There were plenty of difficulties along the way even to doing that, as the service activation page kept erroring out before allowing us to click through it all. So, for both my line and my wife's line, we needed Xfinity support to actually activate the phones because it was not possible for us to do it.

Official Employee

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1.3K Messages

Hi, @User983738. We truly want to help and want to ensure we are on the same page and know where we are going from here. Our XFINITY Mobile team has they have their own dedicated team of experts. Rest assured, we have your back. If you have tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat and still not have received help, we can request for you to be contacted. As a heads-up, we do have the ability to assist with all the normal residential side of services over social media. How are the residential services working for you? To further assist, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message. If you're signed in to your forums profile and because you have already posted to the public page, you should have the option to do so.

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Visitor

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26 Messages

6 months ago

Yeah good luck with Xfinity taking any ownership of their own mistake.

 I’ve had (and paid religiously) 5 lines ($3xx per month) for 2 years now. I even paid off 3 of the devices, leaving 2 devices on the account.

 On my account it says i have 3 lines eligible for a free phone upgrade and 2 lines eligible for an early upgrade.

Problem is what they don’t tell you.

They base the upgrade on your credit. You know, they don’t give a flying f*** that you’ve paid your phone lines for 2 years and that everyone just came or off an pandemic. 

It’s nothing short of dirty advertising and should be criminal. In my mobile account it says nothing about the upgrades being based on credit. 

I’ll be switching ASAP, I’m done with their dead end promises and utter Bulls***.

(edited)

Official Employee

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924 Messages

@user_70b03b Good morning! We appreciate you taking the time to provide some details in your experience. This is not the experience we want our customers to have with their Xfinity Mobile services. While we are limited over this platform on account specific requests or device information, to the information we can provide, I want ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. I'm assuming you have reached out through this channels for assistance with your upgrade? 

 

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Visitor

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26 Messages

Yes and that didn’t do a thing not frustrate me further. Same outcome, my credit score wasn’t good enough.

Official Employee

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655 Messages

WE'd love to help in any way we can since these other options haven't worked for you.  Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and we'll connect you with an XM National Specialist who we're sure will be able to bring things to a great resolution for you. 

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Visitor

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26 Messages

@user_70b03b​ same bs they hit me with.

F the fact that we’ve been faithful, and loyal customers for X amount of years, all they care about is a credit score.

Their answer was to give me the phone number to their “approval team” which it turns out is just Experian. lol

F’ing liars, snakes and thieves, this is Xfinity in a nutshell.

1 Message

6 months ago

Still trying to get my label to return my phone

Official Employee

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1K Messages

Good afternoon @user_0mdlhy, have you been able to get a return label for your phone? If not, please let us know and we'll be happy to assist further.

 

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2 Messages

5 months ago

Same thing happened to me. Class action?

Official Employee

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2K Messages

@user_b5goc5 Have you reached out to Xfinity Mobile so that they are able to put in a ticket for the return label? Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. Please reach out to our Xfinity Mobile team with the options below. 

 

Text Message: 1 (888) 936-4968
Phone: 1 (888) 936-4968
Chat: xfinity.com/xfinityassistant/?channel=xMobile

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Visitor

 • 

26 Messages

@user_b5goc5​ contact a lawyer and inquire about it; start it, I and thousands of other dissatisfied customers will follow.

Visitor

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26 Messages

@XfinityDena​ same typical answer. You guys shouldn’t bother lying to us, we know you don’t have any real power to make any significant changes, so why bother trying to make us think you can really help?

Visitor

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26 Messages

@XfinityDena​ we’ve all reached out to any number of you trying to get our problems rectified to no avail.

 Y’all should just stop responding, at least then you wouldn’t have to continue lying to us.

Official Employee

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1K Messages

We are sorry to hear about the frustrating experience @user_70b03b, this is never how we want any of our valuable customers to feel. We'd be happy to get a ticket submitted to our executive mobile team to further assist. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account? To send a "Direct Message" ("Private") message: Click "Sign In" if necessary

  • Click the "Direct Message chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

 

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We ask that you post publicly so people with similar questions may benefit from the conversation.
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Visitor

 • 

1 Message

5 months ago

Same situation on my end. Every other aspect of my service with them is great but with mobile not so much. My wife and daughters phones are being credited but mine (the main one I specifically got for the promotion of it being advertised as free) being charged monthly as well as fluctuating small charges.

My bill started basic at around 100 bucks as anticipated. Now within 6 months time I'm paying almost 150

With no notifications of new charges or changes to my account. 😬

Visitor

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26 Messages

@SirSinister66​ get used to it. They’ll continue too do it and you’ll continue to complain but in the end those complaints will take you nowhere. 

Official Employee

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954 Messages

@SirSinister66 Thank you for visiting our Xfinity Community Forums. Let's take a look at your billing together to check what is going on with those extra charges. Please send us a direct message with your full name and the service address to get started. 

 

To send a direct message: 

 

  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it
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1 Message

5 months ago

I’m going through the same exact problem right now on hold trying to get this fixed for the 5th time since getting the 1st bill a couple of weeks ago. 

Visitor

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26 Messages

@user_00ld86​ you’ve got a better chance of hitting the Powerball than you do at getting what you’re seeking from Xfinity.

Official Employee

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468 Messages

@User983738 Can I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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Visitor

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26 Messages

I’ve done this, four separate times, none of you can fix the issue. 

I’m tired of being enough to pay the be charged but not good enough to be given the upgrades I’ve earned. 

But don’t fret, Xfinity will get theirs soon enough.

1 Message

5 months ago

I totally agree with this "

All Xfinity agents I've spoken to and chatted with have been super friendly and have seemed very helpful, but unfortunately it seems like they are all putting me through hoops and hoping I just stop trying to get this issue resolved. Long wait times, many transfers, being told to call a phone number that then redirects me back to chat support, being told a support case will be made for me, etc..."

I'm on the phone with a customer service 1800 934 6489 right now for more 1 hour (completely silent) after I asked the lady if she could not help, ask some body else. She said ok than let I wait on the phone for the last 30 minutes so far. No response at all even I talk to her. 

3 Messages

4 months ago

I am having a similar problem. I called Xfinity about something and was offered a deal where I would get a free phone but I would have to pay for the service charge. However, the Xfinity agent also told me that even though I paid for the service and data over 1 GB on the Xfinity Mobile side, I would get what I paid back (except for the extra data) on the Internet/home phone side. Well, I did get charged for the service on the mobile side but only got some return on the other side once or twice but then they kept on billing me on both without a reduction. I have also been getting the run around. I have called many times and sometimes they seem to understand my problem but most of the time they do not. Once I got a call from a supervisor who offered to investigate but it has been several months of nothing. She said she would review the recordings and I told her that I think she will be very surprised.

Official Employee

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924 Messages

@user_nbss4j Good morning! Thank you for taking the time to reach out to our Community Forums Team. I can see how having any type of billing issues would be frustrating. I would be happy to take a closer look on what is needed to get you in the right direction for a resolution. I'd like to take a look at your internet/home phone side to be sure everything is good there, then we can work on the next step for you Xfinity Mobile. To begin, can you please send a Direct Message with your name, and service address? 

 

Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

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3 Messages

I used the app and the only bubble I see on the top right side goes to Xfinity Assistance not Direct Messaging. It didn't give me an answer on how to get to Direct Messaging. Please assist.

Official Employee

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1K Messages

@user_nbss4j The direct site for our Forums is https://forums.xfinity.com Once there to send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

Here are the detailed steps to direct message us: • Click "Sign In" if necessary • Click the "Peer to peer chat" icon (upper right corner of this page) • Click the "New message" (pencil and paper) icon • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list • Type your message in the text area near the bottom of the window • Press Enter to send your message

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3 Messages

4 months ago

My roommate just moved in. After researching Xfinity mobile today, I would never recommend my roommate to join me on Xfinity! 

If she moved, she couldn't get out of paying for her Free phone! 

Remember when mobile phone companies would charge you $200 if you cancel their service?  Well Xfinity is doing this in just a different way. 

Never ever use Xfinity mobile unless you plan to live in your place forever. 

3 Messages

I sure wish there was more consumer protection that would not allow these kinds of things to happen. Personally, based on my experiences, the only mobile company that I would recommend is T-Mobile. So far, they have had great deals that stay the same for the most part. They also have good Family Plan prices and good plans for veterans. 

1 Message

4 months ago

I just signed up with Xfinity mobile after contacting customer care for a upgraded modem that I've had for 6 years now and I finally got tired of them telling me that I had the most recent device. So I contacted them again telling him I was going to leave Xfinity if I didn't get an upgraded modem.

then they sell me this deal for all three of my phone lines two new phones cuz the third one was compatible with their service the first two weren't. So the deal is the three phones unlimited a new modem internet all for $45 a month. 

Sounds too good to be true right So I checked the fine print on the Paige I had to initial and sign for them to approve it. It said something along the same lines of paying $8 a month per device for a total of x amount of dollars not sure I don't have it in front of me.

So I asked them agent is this the price Am I going to be charged for these phones that you say are free?

And they're responds to me was that since I'm on the government ACP program and the special price internet for low income I can just disregard all of that It's not going  apply to me.

  So of course I take what they say at face value because that's what they're telling me so I believe it but now reading all of these comments I'm kind of scared that it's going to be the same situation that everybody else is having

We'll update later on we'll see what happens

Official Employee

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2.2K Messages

@user_6rr87w This is never the experience we want for our valued customers! The ACP benefit will never apply to the cost of a physical cell phone, I definitely want to be 100% upfront with you there. Now, due to account security with Xfinity Mobile our access to Xfinity Mobile accounts is very limited so I wouldn't be able to look at the account and confirm if the phones are on some other promotion that would make them free. You would need to reach out to that department separately by calling or texting 1-888-936-4968 and one of our dedicated Xfinity Mobile specialists are there for assistance 24/7. You can also visit our Xfinity Mobile assistant page, where we have support available thorough chat as well: https://comca.st/3vkGv93.

Were you able to get the upgraded modem? If you don't subscribe to speeds of 800 Mbps or higher you simply wouldn't be eligible for the newest modem, if you are experiencing service issues we can absolutely address those as well. 

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5 Messages

Yes. I'm paying $8.00 a month for however many months they decide to charge me as they have my CC info and I still use the internet so I'm stuck with them taking money until, like I said, they decide to stop, or I move to an area that isn't monopolized.

Official Employee

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1.3K Messages

Thanks for your comment and feedback, @user_h8d4m7. I'm sorry to hear about your billing concerns. To confirm, were you able to get in touch with one of our Xfinity Mobile agents for assistance with your billing questions? Or do you still need help with your billing concerns? 

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3 Messages

3 months ago

Hi, I am currently dealing with the same issue and have been dealing with it since August of last year I think. I was not told I would be charged a monthly fee in order to use the  free phone and I asked more than once during the conversation with the representative if the phone was really free and was told repeatedly that the phone was free. Never, at any point did the representative say, but there will be a monthly fee that you’ll have to pay in order to use the free phone. Well, then it’s not really free then is it? Xfinity needs to provide better training to their employees to make sure that everything is disclosed when offering someone a free phone, especially when I asked several times if the phone was really free. I have called Xfinity regarding this issue more than 10 times and the corporate office twice. I am now communicating via email with the corporate office. I asked them to close this account several times and it turns out that it was never closed. So, as a result I kept getting charged month after month and now they want me to pay over $200 for something that I did not agree to and that I requested be canceled many months ago. I made many attempts to return the cell phone, but was unable to. I have spoken to so many different representatives, transferred many times, and have spent more than 10 hours on the telephone regarding this issue. I know I’m no longer willing to return the cell phone. In good faith, I made several attempts to do this with no help from Xfinity. I am definitely not paying any of these back fees or charges for something I didn’t even use. The phone wasn’t even activated and they know it was not activated. I’ve been a customer with Xfinity for over nine years and I’ve never had a problem with their services. I find this extremely unethical and unprofessional. I could go on and on regarding how many issues I’ve had regarding this “free” phone, but I’ve already spent too much time dealing with this issue and it’s not over yet. I’m still waiting to hear back from the corporate office.

Official Employee

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1.2K Messages

Hey there! Thank you for sharing your feedback and we certainly assure you this is not the experience we wish you to have. Let us take a look into this to see how we can help, can you send us a DM to get started. Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 Messages

3 months ago

Update: In short, the corporate office responded back to me via email and said I was never offered a free phone. I absolutely was offered a free phone otherwise I would not have accepted the phone. At the time that I was offered the free phone, I called in to cancel my landline and my cable services because my bill was too expensive. I kept my Internet services only. Therefore, I would not have agreed to an additional service such as this “free phone” if it wasn’t indeed free. I requested a copy of the transcript from the recorded telephone conversation I had with the representative which will definitely show that I asked more than once if the phone was free and was told more than once that the phone was free. This is outrageous. Not only that, but I instructed Xfinity to cancel this account repeatedly and they did not which resulted in an accrual of monthly charges. So, they will credit my account $68.76 and “ in order to remove the collection from the account “ they want me to pay $155.01.

12 Messages

this is happening to me right now except I haven't even opened the non-free phones.  I have now requested a return shipping label in 3 different phone calls.  If I do not receive one within the next day, I will be contacting my state's Attorney General.  and a lawyer

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3 Messages

3 months ago

Going through the exact same things. This is 100% a scam. Every time I call, because it's never resolved as promised by my next bill,  I'm told some new excuse. Lots of talking in circles, nobody can simply override and remove the phone charge which everyone knows in this day and age is a few clicks of buttons, total garbage as other things have been credited within seconds. 

Now they are telling me I have to send the phone back but refuse to send my the shipping label. 

3 Messages

@Xfntyisascam​ Yes, I feel your pain. This is what I find so frustrating as well that all they have to do is go into their system to make the changes and they make it sound like it requires a rocket science degree to complete it. I don’t know if I already stated, but they said “as a courtesy” they will refund me around $68, but I have to pay $151 in order to avoid it either going to collections or to remove it from collections I’m not sure which. It wasn’t clear in the email to me. But, when I spoke to the billing department two or three days ago, I was told that all the charges have been credited to my account. So, I’ve been told two different things now. And, regardless, there shouldn’t have been any charges to begin with because I instructed Xfinity more than once to cancel my account because I was lied to when I was told the phone was free. But, it turns out that my account was never canceled as instructed and now they expect me to pay charges for an account that shouldn’t have been open. However, I was told my account was closed. And, since, all of these conversations are recorded, it doesn’t make sense to me that this issue is not being resolved accordingly. Also, I tried to return the phone many times, but there were all these barriers to returning it. First, I was told I couldn’t take it to the store to return it, that I would have to ship it back. So, I asked for a shipping label and they said they would send me one via email, but I never received it. Then I spoke with another representative who led me to some link on Xfinity that would instruct me on how to return it, but that did not work because none of the options pertained to my situation. So, I spoke to another representative and they sent me to a different link on Xfinity that was supposed to tell me how to return it and I had the same problem. After more than 10 phone calls, speaking to many different representatives and being on the phone for a minimum of one hour each phone call, I am no longer willing to return the phone nor should I have to since it was free. Now, the corporate office is telling me that the phone was never free and that this issue is now resolved. Resolved? It most certainly is not resolved. I responded and informed the representative that it was indeed told to me that it was free. I verified this more than once during the conversation with the representative at the time. I have now asked the corporate office to send me a copy of the transcript of the telephone conversation or a copy of the actual recording. 

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