Feedback / Experience: Xfinity Mobile charged me without using any of the active service.

Note: I will use this to update my customer journey so far and going forward! Stay tuned.

Here is the series of the events that happened (good and bad - with some learning lessons along the way):

1. Xfinity Broadband doubled my bill after being out of contract (I'd hope that a company this size would have processes to inform customers to switch over - but nope - maybe 'defaulting customer to expensive plan' is the way money is made).
2. Contacted Xfinity Support after seeing the charges: and to my surprise sales team was equipped with selling Xfinity Mobile (no contract) and another year of the contract.
3. Got Xfinity Broadband price to where it was before BUT I am told that that can be done only if I go on a contract + pick Xfinity Mobile (Pro Tip: which uses Verizon network).
   1. Thought, it would not be a bad idea to move to another Mobile provider and get the Home Internet payment to where it was. (Note that Xfinity is a monopoly in our area, there aren't many options such as AT&T Fiber or Google Fiber which provides 1:1 upload/download at lower bandwidth (unlike COMCAST/Xfinity which seem to be providing ~2Gbps up/down for their top/maximum-priced consumer plan). 
4. On Feb 5th, made an order to get an Xfinity Mobile SIM card and during the order, I was shown in the order display that I'd get a $100 VISA Gift card. I thought that sounds reasonable and might be a good idea as Xfinity Broadband already charged me access in past during the non-contract period (which auto-starts after the contract/agreement is ended.)
5. Fast Forward ~2 months, neither I received any SIM card nor any $100 VISA Gift card that was promised during order activation. 
6.  What I did get was a surprise additional charge of $46.07 on my account.
7. I contacted support (and was redirected two times - and was told that they will provide the summary to the next agent/department I will be speaking to) BUT to my surprise, the following agent did not receive any context of the previous conversation. Hence I had to repeat the quagmire again. (while I was on the call, I thought this can't be just me and should share it with the community and Xfinity, so that they can learn and improve tools/processes based on the experience)
8. After a few calls routed across teams, Xfinity Mobile support took the note from me and checked on their end, and realized the business process issue.
9. Result of above was a promise that they will provide a refund they suggested
   1. We will provide a refund for all the charges that took place (and it would take 7 days to reflect).
   2. We will remove the order of the existing mobile plan and we will provide $200 VISA Prepaid Card 90-days after activation instead of $100 (but you need to call us on April 19th and get a plan that way).
   3. On, April 19th, give a verbal confirmation about activation (Xfinity Mobile Number: 888-936-4968).
      1. Deliver SIM card to me within next 2-days (or pickup SIM from store).
      2. I will be on a $45 unlimited data plan (Upper limit cap - beyond 20GB usage, it will slow down)
         • Other Plans
           • $60 Beta Plan =>  10GB Data (you can exceed that, you get extra charges)
             • If you consume 12GB, you get extra charges.
         • At the end of every billing cycle, usage comes back to 0 out of choosing.
   4. Also, the agent confirmed that the change won't affect my broadband plan.
10. I will update you on the following events next week as it unfolds!

I should admit that the agent experience has improved quite a bit in the last 1.5 years. Previously, it was pretty rigid and robotic sounding 2 years back. Now, agents seem to be more caring and have empathy, and appear to be genuinely interested in helping the customer.

Thank you for tuning in and hearing the goods and not-so-crazy-bad-but-could-have-improved part of Customer experices!