Billing / upgrade issues

In June 2026, I contacted Xfinity Mobile about switching and upgrading phones. One agent quoted pricing and told us to switch first, then come back to upgrade. A different agent later told us to add two extra lines to qualify for a trade in offer, said we would not be billed for those lines yet, and told us to reach out once the new phones arrived. We sent in our old phones as instructed. After that we were billed twice for the two extra lines, a $1,600 charge appeared that no representative could explain, and I have called and submitted tickets more than 10 times with repeated promised callbacks that never came. I was also told the extra lines were canceled, even though the agent was the one who told us to add them, and that I could not get a credit for the duplicate billing.

We have already traded in our old phones so we cannot undo this by returning the new ones, and Xfinity says we cannot cancel without paying $700 upfront. I am not disputing payment for the phones we kept. I am asking for the pricing we were originally promised, a $5 monthly discount tied to our line that was never applied, a refund of the duplicate line charges, and a waiver of late fees caused by this billing error rather than by us