Escalation Request: Systemic Billing Error and Bulk Refund Request for Account Promotion

Dear Xfinity Corporate Digital Care Team,

I am writing to escalate a persistent, systemic billing error on my Xfinity Mobile account that standard customer support has been unable to resolve permanently. I am requesting a bulk refund for incorrect charges from April to August 2026 and a permanent correction to prevent future invalid billing.

Background & The Issue

When I initially opened this mobile line, it was added under a "Free Line" promotion. I initially bonded the line to my personal cellphone temporarily.

Later, an Xfinity phone representative assisted me in transferring this number to my mother’s cellphone. During that call, the representative explicitly confirmed that the mobile line transferred to her device would remain completely free under the terms of my promotion.

The Billing Error

A few months after the transfer, the automated billing system began charging me the full monthly fee for this line. It appears that the representative's manual device transfer broke the system's promotional tracking backend.

Every single month that I have called or chatted with standard customer support, the agents have agreed that the charge was an error and issued a manual refund. However, I was told that I must manually request a refund every single month after payment drafts. This is highly inefficient and an unacceptable solution for a known system error.

My Request

I am no longer willing to call monthly for a mistake made by Xfinity's provisioning system. Because my mother lives outside the United States, I need to completely resolve this before her next visit.

I respectfully request that an Executive or Higher-Tier Corporate Support Specialist:

Thank you for your time, prompt investigation, and assistance in resolving this long-standing issue permanently. I look forward to your response.