Visitor
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1 Message
Promised promotion of free phone not being honored
I am requesting an official corporate review regarding a promised promotion that is not appearing on my bill. On July 30 and July 31, 2026, I spoke with phone support and agreed to activate a line based on the representative's explicit guarantee of a free mobile phone promotion with no hidden charges, but the billing system is charging me the full monthly rate. I have spoken with no fewer than six standard support agents who acknowledge that the call logs exist but state they do not have the system permissions to listen to the audio or apply the missing promotional credits. Please route this directly to the Executive Customer Relations team to review the recorded verbal agreement and honor the original contract terms.
Because my calls with the original agent matches the public promotion running on those dates: Moto G Stylus 2026 'On Us' , no trade-in needed promo ($499.99 value covered via monthly credits), I need an escalation to a supervisor or the Executive Customer Relations team who can review the recorded verbal contract and fix the system tracking error.
XfinityThomasA
Official Employee
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3.8K Messages
19 hours ago
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user_d38be4
Visitor
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5 Messages
17 hours ago
Good luck - Corporate listened to the recorded phone call from when I signed up and admitted that I was lied to but STILL refused to honor it. They were worse than the overseas call centers. They said he "misspoke" and will be given training. Report them to the FCC and your State AG. If everyone does, hopefully there will be a massive lawsuit for fraud / false advertising.
(edited)
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