Mobile Promo Glitch: Representative activated line against explicit instructions, killing my 1-Year Free Line Promotion

Hello,

I am looking for an escalation agent to help resolve a system promo lock on my account. I am an active Xfinity Internet customer and recently attempted to add the "1-Year Free Unlimited Mobile Line" promotion.

On the day I got my new internet installed, I spoke with a representative via chat and explicitly stated that I did not want my mobile line activated yet. The representative promised me that it would not be activated. However, the line was pre-provisioned anyway. When I later caught this and asked for that specific unrequested line to be removed, it was processed as a standard customer deactivation. Because the system now views this as a "canceled line," it has completely blocked my account from applying the 1-Year Free Line promotion, and standard support claims they cannot override it.

I spent 30 minutes on the phone with a representative who promised that a supervisor would call me back to resolve this, but I never received the call.

I am still an active Xfinity Internet customer and should be fully qualified for this deal. Furthermore, I have the saved chat transcripts proving that the agent promised the line was not activated and would not be touched. I need a Tier 2 supervisor or Digital Escalations agent to manually apply a "promo bridge" or issue an escalation ticket to override this back-end system lock.

Thank you.