Executive Escalation – Xfinity Mobile Promotion Not Honored

I am requesting Executive Customer Relations review of an unresolved Xfinity Mobile billing dispute.

I was offered one Unlimited Xfinity Mobile line for one year at no extra cost as part of my Xfinity Internet plan, and I received multiple written emails from Xfinity confirming that benefit.

During activation on January 26, 2026, Xfinity sent me a cancellation notice for the line. However, that same email explicitly stated: “If you didn't make this cancelation request, chat with us.”

I did not knowingly cancel or reject the promotional benefit.

On the same day, Xfinity also sent me emails showing a new order, order confirmation, a number-transfer error, successful number activation, and final device activation. This sequence strongly indicates that the cancellation occurred as part of Xfinity’s activation/provisioning process rather than because I intentionally canceled the promotion.

Despite that, I have been charged approximately $42 per month since March 2026, totaling approximately $252.88 through August.

Standard customer service has refused to correct the issue because the system shows the original line as canceled, but they have not provided evidence that I personally requested that cancellation.

I am requesting:

1. Review of the January 26 activation/order history.
2. Identification of the specific record showing who initiated the cancellation.
3. Restoration of the one-year included mobile-line promotion.
4. Credit/refund of the approximately $252.88 already charged.
5. A written case number and resolution.

I can provide the original promotional emails and the January 26 cancellation/activation emails upon request.