Ongoing Incorrect Charges for Free Xfinity Mobile Device

Hello, As a Platinum customer, I have been using Xfinity services for many years. In October, I was encouraged to switch to Xfinity Mobile; however, my personal device (Galaxy S24 FE) was not eligible. As a result, I opted for a free device offered by Xfinity—the Galaxy A36. I was clearly informed at the time that the device payment would activate only after two billing cycles.

Since then, my account has incorrectly reflected a monthly device charge of $15.99. Every month, I have had to call customer support to get this charge credited back. Each time, I am told the issue has been fixed and that it will not recur the following month—yet it continues to happen.

I missed calling on January 26 and again this month, and as a result, my credit card was charged for the device payment. Today, I opened case ECM0021708876, but it was closed without any resolution.

Each month, I am forced to explain the same situation to a different support agent—that the device was supposed to be free from the beginning and that an error occurred during activation. This recurring issue has become extremely frustrating, and I do not want to continue calling every month for the next 15 months to correct the same mistake.

I kindly request a permanent resolution to this issue. Even if I decide to discontinue the service, I will not pay for the device, as this situation is not due to any fault of mine. I already own a Galaxy S24, and the Xfinity Galaxy A36 (a downgrade) is of no use to me without Xfinity Mobile service.

I appreciate your prompt assistance in resolving this matter once and for all.