Incorrect Charges After In-Store Visit + Misguided Phone Support Instructions – Need Help Fixing Billing Issues

Hi, I need help resolving several billing issues that happened after I visited the Xfinity Store in Hammond, Indiana on Monday, November 10th.

That morning, I received a call telling me that I qualified for a free phone line for a year. I went to the store to ask about the phone plan. The representative offered to check if I could trade in my phone for a new one. I said I would only do it if the price made sense.

He told me I would get $700 for my iPhone 12 Pro Max, but to get that trade-in amount, I needed to upgrade to the premium line, which would add $10 per month. He explained that the new phone would cost about $25–$30 per month.

He then asked about an Apple Watch. I clearly said I was not interested. He told me that if I signed up for Xfinity Mobile Care, which he said was $8.50/month, I wouldn’t need a watch service line, and the watch itself would only cost $5/month.

So the total monthly cost I was told would be:

• $10 for the premium line
• ~$25–$30 for the phone
• $5 for the iWatch (with no service line)
• $8.50 for Mobile Care

However, my bill shows charges that I did not agree to:

• $19 for Xfinity Mobile Care
• $10 for an iWatch service line (which I was told I wouldn’t need)
• $9.59 for the watch after a watch trade-in I never authorized

These charges do not match what the store representative explained. I did not agree to a watch trade-in, a watch service line, or the increased Mobile Care fee.

In addition, I called Xfinity support by phone, and they told me that the way to fix the issue was to upgrade my internet plan to a $70 plan and then return to the store. I did what they suggested, but the issue was not resolved. The phone representative then told me that if the store could not fix the problem, I should post here on the forum for help.

I am requesting the following:

1. A review of the account changes made on November 10th.
2. Adjustment of my bill to reflect the pricing I was originally promised.
3. Correction of the Xfinity Mobile Care charge to the amount I was quoted, or removal if it was misrepresented.
4. Removal of any unauthorized watch trade-in or iWatch service line charges.

I would appreciate assistance in correcting these issues, as I have followed all instructions from customer support and the store without resolution. Please let me know if you need any additional information. Thank you.