Help resolving incorrect trade-in and BOGO credit.

I am writing to formally express my dissatisfaction with the service I have received over the past ten months and to request immediate resolution to an ongoing billing issue.

In October, 2023, I signed up for service with Xfinity. During the signup process, I was assured by a representative named David that I would receive a trade-in credit and one line of service free for a year. I activated my new phone with the assistance of another Xfinity agent and assumed that everything was in order.

However, I later received an email confirming that my trade-in was received and that I qualified for the full $800 promotion. Despite this confirmation, I soon noticed that I was billed for three lines instead of the two I had agreed upon. After multiple calls to Xfinity:

1. **First Call:** I was informed that the third line could not be disconnected.
2. **Second Call:** I was assured that the third line would be disconnected.
3. **Subsequent Bill:** I received a bill with a $300+ credit but no adjustment for the free line.

When I called again, I was told that I forfeited the full credit because I canceled the third line, which was never requested in the first place. I requested to speak with a supervisor and was assured that the situation would be corrected.

Since then, I have contacted Xfinity every month to request the appropriate credit. Despite numerous assurances from various agents that the issue would be resolved, I have never received the correct credit amount. Each representative provides different information, and the problem remains unresolved.

I have documented all communications, including chat transcripts and emails, and am prepared to provide this evidence to support my claim.

This situation has persisted for ten months, and I am hoping for an immediate intervention to correct the billing discrepancies and to ensure that I receive the credits that were promised. I hope that by bringing this issue to your attention, it will be resolved promptly.