Need $400 Device Credit Restored & Unneeded Internet Disconnected While Overseas

Hello Xfinity Digital Care Team,

I am currently traveling outside the US and need help resolving a major billing error caused by conflicting instructions from representatives. Because I am abroad, I cannot receive phone calls or visit a store, so I need to handle this entirely via direct message.

What Happened:

• I had a 36-month mobile device payment plan with a grandfathered $400 promotional credit ($11.11/mo discount).

• After moving, I called to adjust my account. An agent incorrectly processed a hard cancellation of my internet service, which stripped my mobile promotional discount and accelerated my remaining phone balance ($1,100) onto my next bill.

• To temporarily stop this massive lump-sum charge, an in-store representative signed me back up for internet service. While this decelerated the monthly device payments back to normal, my original $400 promotional credit was completely lost, and I now have a secondary internet plan that I do not need.

What I Need Assistance With:

1. Restoring my original $400 promotional credit across my remaining device payment terms (the phone will remain in my name under my own account—no ownership transfer needed).

2. Disconnecting the unnecessary secondary internet plan without triggering a device balance acceleration or cancellation fees.

Since I cannot take incoming calls internationally, please reply here so we can open a direct message / Modmail thread to verify my account details. Thank you!