URGENT EXECUTIVE ESCALATION: Billing Fraud / Misrepresentation – Xfinity Account

Hello Team,

I am writing to formally escalate a serious billing and misrepresentation issue related to my Xfinity service, which has remained unresolved despite multiple follow-ups.

Account & Service Details:
- Service Activation Date: February 5, 2026  
- Plan: 1 GB Internet Plan ($50/month)  
- Offer: 1-year free mobile line  
- Activation Fee Paid: $25 (promised to be credited in first bill)

Issue Summary:
On February 6, 2026, around 3:00 PM EST, I received a call from an Xfinity representative regarding activation of the mobile line included with my plan. I initially declined the offer. However, I was informed that activating the mobile line would make me eligible for a monthly credit of $20–$30 on my bill.

I explicitly reconfirmed this offer multiple times during the call, and the representative assured me that I would receive this benefit. Based on this confirmation, I agreed to proceed.

Order Details:
- Mobile Line Order #: 3726400278009266263  

Additionally, approximately two hours later, I received another call from a senior Xfinity representative confirming that the offer had been approved and that I would receive a $25 monthly credit starting the next billing cycle.

Problem:
However, when my March 2026 bill was generated, no such credit was applied.

Since then:
- I have made multiple follow-ups over the past month  
- Several escalation tickets have been created  
- I have spent many hours (including 1.5 hours today alone) speaking with support  

Despite all efforts, no resolution has been provided.

Concern:
This situation appears to be a case of misrepresentation of services and billing commitments, as I agreed to activate the mobile line solely based on the promised monthly credit.

Request for Immediate Resolution:
- Apply the promised monthly credit ($25/month) as confirmed  
- Provide adjustment/credit for missed billing cycles  
- Investigate the misleading communication provided by representatives  
- Ensure no further billing discrepancies occur  

I would also like to highlight that the call was recorded, and I have provided the exact date and time of the conversation for your verification.

Please treat this matter as urgent and provide a resolution at the earliest. I request a written confirmation along with a case reference number.