Misleading Promotion and Unresolved Billing Issues

Dear Xfinity Customer Support,

I am writing to express my deep frustration and disappointment regarding a switch promotion I was offered by one of your representatives. I was assured that if I switched from AT&T to Xfinity Mobile, your promotion would cover the cost of my AT&T contract and that I would receive a refund within 4–6 weeks, including any deposit fees. Based on this information, I switched multiple lines to your service.

Unfortunately, none of this has been honored. I now have a $2,000 outstanding balance with AT&T, and one of my child’s lines has been suspended due to non-payment because I was unable to port all five lines. After following up, I was told that the promotional reimbursement would actually take 90 days — not the 4–6 weeks initially promised.

I recorded the original conversation where the agent assured me the transition would be seamless and that these issues would not occur. I’ve spoken to multiple representatives and supervisors, each giving conflicting information. The lack of clarity, poor communication, and language barriers have made it incredibly difficult to get this resolved.

I now face financial hardship due to this situation and feel misled and scammed into switching carriers under false pretenses. I request immediate assistance from someone who can take ownership and resolve this issue.

Please contact me directly to resolve this matter as soon as possible.