Not what I signed up for

I’ve had issues with both Xfinity Internet and Xfinity mobile.  I’ve been with Xfinity for a long time. We came over to Xfinity from AT&T , after 25 years. The promotion was free phones if you trade yours in and they’ll pay off the remainder of your contract with the other company and only $25 a month.  So we wanted to see how it would work and if it was worth it, so into the store we went.

We traded 3 phones that day. Then we were told to get the promotion you have to be unlimited and pay $10 more. One of our lines was free for 10 months. My son did not get a new phone , he just switched over to Xfinity with us(so he was getting a $10 month credit). So my daughter had to pay $15 equipment fee because her iPhone was older.  Therefore, our bill should be $35, $35, $25, and $25, before taxes and fees. After the 10 months is up, it will go up to $25. 

I have been charged the wrong amount since my first bill. Every time (many times over the last 8 or so months) I call it’s a different reason. They understand and they will fix it or escalate and then I do not hear anything. At the beginning when I called, instead of changing anything she would credit me $30 month. To make it around $140. I was so tired of being on the phone  over and over again, I accepted it.  Then she told me I would have to call back every month to get that $30 credit. It was still more than I was supposed to pay, but it was close, so I let it go. Most calls were over a hour, sometimes 2hrs. The next month when I called in, they said that they see where my bill was wrong and they will fix it. Then they would escalate it then I would hear nothing so I called back. This is what I heard time after time. 

Then I got a credit out of the blue. I didn’t get an explanation with it, so I thought it was covering the overcharge for a while. I found out yesterday that it had to do with me not getting the promotion for some reason!