Missing $0/Month Promotional Credits and Overcharges

Dear Xfinity Mobile Customer Support,

I am writing to formally file a complaint regarding a promotional offer that was not honored on my Xfinity Mobile account, leading to ongoing overcharges and significant frustration.

When I ported my number over from another carrier, I was offered a promotion for $0 per month for 12 months on my mobile service. This was the key reason I agreed to transfer my line to Xfinity Mobile. However, after reviewing my billing statements and current charges, it’s clear that the promotional credits have never been properly applied.

My most recent bill reflects a balance due of $23.06 for the billing cycle September 19 – October 18, with auto-pay scheduled for November 8. The current billing cycle (October 19 – November 18) already shows a balance of $40.00, which again does not reflect any of the promised promotional credits.

I have contacted Xfinity support multiple times since the promotion began, and despite my persistence, I have not received the promotional discount correctly. I have been transferred between departments, repeatedly told that nothing could be done, and most recently informed that I “can’t be given the promotion again.” This statement is especially concerning because the issue was never corrected in the first place — I was never given the full promotion as promised.

At this stage, I feel deceived and taken advantage of — essentially duped into porting my number under false promises. I now feel like the victim of a misleading and unethical business practice.

To resolve this matter, I am requesting the following:

1. Immediate Account Audit: Conduct a full audit of my account to confirm all missing promotional credits and billing discrepancies.

2. Retroactive Credit: Apply a one-time credit of $16.94 to my account to cover the total possible overcharged amount.

3. Promotion Correction: Reinstate and correctly apply the $0/month promotional offer to all eligible lines for the remainder of the 12-month period.

4. Written Confirmation: Provide written confirmation of these actions without requiring me to make yet another phone call or be redirected to another agent.

This has been an exhausting and time-consuming process. I trusted Xfinity Mobile to honor its word, and instead, I have been overbilled and dismissed at every step. I expect this issue to be corrected promptly and in full.

Thank you for your attention to this matter. I look forward to a written response and resolution.