Formal dispute the removal of my 12-month free Xfinity Mobile promotion.

Dear Xfinity Customer Relations Team,

I am writing to formally dispute the removal of my 12-month free Xfinity Mobile promotion.

I signed up for Xfinity Internet in January and Xfinity Mobile in April 2026. Before I agreed to the service, I specifically explained to the Xfinity representative that I would only be living at the apartment for approximately six months and that I would cancel my Internet service when I moved out.

I specifically asked the representative multiple times whether I would still receive the one-year free Xfinity Mobile line if I canceled my Internet service after six months. I made it clear that this was important to my decision to take the mobile service and that, if the free mobile line would end when I canceled Internet, I would not take the mobile line.

The representative specifically told me that I would continue receiving the free mobile line for the full one-year promotional period even if I canceled my Internet service.

I relied on that information when I agreed to the service.

I have now moved out of the apartment and canceled my Xfinity Internet service. I was subsequently informed by Xfinity representatives that the free mobile promotion would be removed because I canceled Internet.

I understand that Xfinity may have written promotional terms requiring customers to maintain Internet service. However, my complaint is specifically about the information I was given by Xfinity before I enrolled. I asked about this exact situation multiple times before making my decision, and I relied on the answer provided by the Xfinity representative.

I am therefore requesting that Xfinity:

1. Review my April 2026 enrollment and promotional records;
2. Review any available account notes, call recordings, transcripts, or other documentation from my enrollment;
3. Confirm the promotional terms that applied specifically to my account when I enrolled;
4. Review whether the representative’s statements regarding the promotion can be verified; and
5. Honor the 12-month free mobile promotion that was represented to me at the time of enrollment.

I have already spoken with two Xfinity representatives, but both have only referred me to the general promotional policy. I am requesting that this matter be escalated to a supervisor or Executive Customer Relations because my complaint concerns a specific representation made to me before I entered the agreement.

Please provide me with a case/reference number and a written response regarding the outcome of this complaint.

I am willing to provide any additional information necessary to locate my April 2026 enrollment records.

Thank you