[Edited] free watch and never agreed to a plan change

Thank you for reaching out to us here @No_Smoking. Due to security issues our options with Mobile accounts is very limited. We are not able to perform any account or device specific requests from here. You can reach out to the Mobile team at https://www.xfinity.com/xfinityassistant/?channel=xMobile you can also text or contact them directly at the 888-936-4968 number. 

This update is for other customers that might get themselves into a situation like mine.

We were told by at least 5 different agents (including 2 in the xfinity store) that we would never be able to get our original plan back.
So, I sent the watch back, confirmed it was received, and my wife called in to try and get our plan reverted back. Long story, short, we got it changed back to what it was. The trick was knowing what generation plan we had. Which was a gen 2 plan for $12 for 1 gig shared data. When we mentioned which gen plan we had and explained our situation, she placed us on hold and after maybe 5-7 minutes she successfully changed it back.

So it can be done!

I am a victim of Comcast Xfinity Mobile fraud!

• At the beginning of October, I went to a Comcast store and changed my parents' mobile account from Verizon to Comcast Xfinity.

• End of November: My monthly cellular bill now included my parents' phones. So, I called Comcast Xfinity mobile to upgrade my mobile billing plan, which the store manager first suggested in October. When my account billing plan was being changed, the Comcast Xfinity Mobile customer service agent informed me I was a valued customer and asked if I would like a free Apple Watch. I was shocked, almost in disbelief, at the offer. I politely declined. After all, I don't need an Apple Watch because I am a quadriplegic and cannot use any smartwatch due to my disability. The Comcast Xfinity mobile agent continued to sell me the rare idea of getting a free watch. I expressed the word free. He said the only fee I would pay was roughly $28 in shipping and handling. After debating, I decided to take him up on his offer and hoped to use the watch one day. I was never told that I would be charged a monthly fee. Never! The watch was supposed to be free. I was guaranteed several times. Free.

• Early December: I received my free Apple Watch by mail but left it in the box until I received my next Comcast Xfinity mobile monthly bill. Like the month before, I was cautious before changing anything on my billing plan until I saw that the previous month's bill was correct.

• End of December: I received my Comcast Xfinity mobile monthly bill and saw that I was being charged $12.49 monthly as part of my monthly bill for the money Comcast Xfinity Model listed for the listed $299.99 watch. This was my first warning sign that something was wrong with the promised free watch in November. I made a phone call immediately to Comcast Xfinity mobile and spoke to one of their service agents to correct this issue. They credited my $12.49 back to my account and promised by the next billing date that the remaining money listed I owed for the watch would be corrected to zero as promised. I took them at their word and tried the watch. I was happy to know the Siri phone option to call someone in an emergency.

• At the end of January, I received my Comcast Xfinity mobile monthly bill and was charged $12.49 as part of their claim that I was still on a monthly plan to pay for what was supposed to be a free iPhone. I had to make a number of phone calls to Comcast Xfinity mobile to complain about their unfilled promise of this being a free watch, and again, they came up with a different solution. The customer service agent said I would be charged $12.49 every month but then refunded $12.49 to negate the charges. It was a very odd solution, but I had no option but to trust them. I vowed not to touch the watch again until my account noted I owed zero. Nothing. I kept getting lied to about different solutions but was still determined to see this issue through because I didn't want to become a victim of fraud.

• At the end of February, just a few days ago, I received my Comcast mobile monthly bill, and again, for the third time, listing I was being charged $12.49 a month for a watch I was promised for free. Once again, I immediately called Comcast Xfinity mobile and spoke to their customer service agents and was told the rude response "There's nothing more we can do for you.” 

Throughout the process, I have been patient and polite, understanding that some problems occur and need fixing. Still, Comcast Xfinity mobile has only responded with lies, false promises, and eventually finger-pointing that the fault was mine. Even a recent ticket made by a customer service agent to Comcast Xfinity mobiles reward support team came back, noting, "This case has been closed. There is no further action required.”

This experience has been nothing but three months of lies and fraud by Comcast Xfinity Mobile!

I'm finding apps on my plan that I never agreed to purchase.  I watch the basic/commercial option.  Shame on you, Xfinity!  I try calling customer service, but no answer.  I try on-line, but I keep getting error messages!  I wonder how long I've been paying this without knowing what Xfinity does behind my back!  They know they are too big to fail!  I can't wait to move and get away from Xfinity!  [Edited: "Language"]!

Traci [Edited: "Personal Information"]

This happened to me too.  Thats why I am going back to Verizon.