Formal Billing Dispute – Missing Xfinity Mobile One-Year Promotional Credits

Hello Xfinity Escalation Team,

I am submitting a formal billing dispute concerning an Xfinity Mobile promotional offer that was not properly honored.

In October 2025, I changed my Xfinity Internet plan after the Xfinity website displayed the following promotion:

“Get a line of Xfinity Mobile Unlimited included for 1 year.”

Before adding the mobile line, I confirmed this promotion in person at the Xfinity Store by Comcast Branded Partner in Mill Creek, Washington. The store representative confirmed that the new Unlimited mobile line would be included at no additional service cost for one year and helped me activate the line.

Despite that representation, Xfinity Mobile began charging me. My transaction records from October 24, 2025, through August 1, 2026, show:

• Eleven payment transactions totaling $503.85
• Six refunds of $45 each, totaling $270.00
• Net amount still paid and not refunded: $233.85.

I called Xfinity Mobile customer care again on August 2, 2026, to request the remaining refund. The representative confirmed that the complaint was entered into Xfinity’s system and provided the following reference number:

Reference ID: [Edited: "Personal Information"]

Please investigate this matter using the reference ID above and provide a written response and complete resolution as soon as possible.

Please let me know if i can contact who can resolve this ? or email someone ? 

Sincerely,