Xfinity policy on deployed military members

Xfinity’s policy is that deployed servicemen may suspend their cell phone lines for up to 39 months or when they return to the US.  We followed Xfinity’s policy and submitted our son’s military orders, but after several meetings at the Xfinity’s store and calls to the 611 number, all Xfinity representatives we spoke with have refused to honor the policy and suspend his line because they say the do not know how to do so.  We’ve shown them their own company policy, but they just say they don’t care.

his only option appears to be to cancel his line and lose his established cell number or to pay $10 a DAY until he returns home in 12 to 24 months.

I can’t believe a company of this size would treat service members this horribly!  It’s disgusting.

any suggestions for how to solve this?