FORMAL BILLING DISPUTE AND PROMOTIONAL PRICING COMPLAINT

Failure to Honor Advertised Xfinity Mobile Promotion and Missing $10 Monthly Multi-Product Discount

I am formally disputing the promotional pricing and billing associated with my Xfinity Mobile order placed on July 19, 2026.

Before purchasing the phone and activating mobile service, I captured a screenshot of Xfinity’s Mobile Select offer. The advertisement clearly displayed:

• Mobile Select: $40/month regular price.
• Promotional price: $0/month.
• One line.
• One-year promotion applied.
• Activation fees waived.

I relied on this advertised pricing when deciding to add Xfinity Mobile service and purchase a phone for my son.

However, the subsequent order confirmation presents a different promotional breakdown without adequately explaining how the advertised pricing is being honored.

Original order details:

Order number:*******3789
Order date: July 19, 2026

The order identifies the following:

1. Mobile Line Discount: $30/month, included for one year.
2. Multi-Product Discount: $10/month for adding Xfinity Mobile to my existing Xfinity Internet service.
3. iPhone 17e, 256GB: $16.66/month for 36 months.
4. One-time $25 activation fee: waived.

The two advertised promotional discounts total $40/month, which corresponds exactly to the regular $40 Mobile Select price shown in the pre-purchase advertisement.

The unresolved issue is the missing $10 monthly Multi-Product Discount.

I maintain an Xfinity 1,200 Mbps Internet plan for $85/month. My Internet bill has never decreased by $10, and I have never received or been able to identify a separate $10 Multi-Product Discount on any of my subsequent billing statements.

I understand that Xfinity may apply this credit to the mobile account rather than directly reducing the Internet invoice. However, I cannot identify where this promised credit has been applied.

I also want clarification regarding why the original advertised $40 Mobile Select service price was subsequently represented as a $30 Mobile Line Discount plus a separate $10 Multi-Product Discount, without a clear explanation of the actual recurring service charges and credits.

Requested resolution

I am requesting the following:

1. A complete written explanation of the original $40 Mobile Select pricing and the one-year $0 promotional offer advertised before purchase.
2. An itemized breakdown of the standard Mobile Select price, the $30 Mobile Line Discount, and the $10 Multi-Product Discount.
3. Identification of exactly where the $10 monthly Multi-Product Discount has been applied for every billing cycle since activation.
4. A review of all billing statements beginning with the July 19, 2026 activation and issuance of retroactive credits for every promotional credit that was not honored.
5. Written confirmation that the original one-year promotional pricing is properly attached to my account and will remain in effect for the full advertised promotional period.
6. Confirmation that my existing $85/month 1,200 Mbps Internet plan qualifies for the advertised Multi-Product Discount.

I have retained the original pre-purchase screenshot showing the $0/month Mobile Select offer, the July 19 order confirmation, and my subsequent billing records.

I am not requesting a discretionary courtesy credit. I am requesting that Xfinity honor the promotional pricing presented to me before purchase and correct any billing discrepancies.

If Xfinity maintains that the promotional pricing was correctly applied, I expect an itemized accounting demonstrating exactly how and where each promised credit was provided.

Please escalate this matter to a billing supervisor or the appropriate customer relations department if the initial representative cannot resolve it.

I expect a written response addressing each of these issues rather than a general explanation of the current plan pricing.