Offered discount for converting my voice (Landline) line to a mobile line - FALSE INFO - Xfinity RENEGED

On September 18th, I initiated an Xfinity Assistant Chat session to troubleshooting intermittent issues with my internet service. I ended up working with a live agent. At the end of the troubleshooting session, the agent asked me if I used my voice (Landline) line. They proceeded to offer me a deal that could save me $50 to $60 on my bill if I converted my landline service to a mobile line. Below is the chat transcript that I downloaded with all of the details. 

The phone was shipped to me and I activated it. I opted to use a different number. As a result, the landline did not get disconnected. When I called Xfinity to request that the landline be removed, I was told that removing it would break my bundle and my bill would go up considerably. I have spent hours trying to get this matter resolved, but the billing supervisor and manager told me that the agent who made me this offer gave me false information. They stated no such offer exists. Essentially, I agreed to a new mobile line and it will cost me MORE money per month if I disconnect the landline. When I asked them to honor the offer made to me in good faith, they asked me to drive to the Xfinity store and let them scan the downloaded transcript on my phone. I am in disbelief. How do I get in contact with someone who can review the transcript and help me?

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Agent (09/18/2023, 04:06:50 AM): "One more thing Cynthia I see that you have landline services with Xfinity May I know how often do you use it?"
CYNTHIA (09/18/2023, 04:07:02 AM): "Never"
Agent (09/18/2023, 04:07:31 AM): "Perfect! I have a deal where you can save $50 to $60 on your bill, Would you like to know about it?"
CYNTHIA (09/18/2023, 04:07:45 AM): "Ok"
CYNTHIA (09/18/2023, 04:08:19 AM): "Does it require a contract?"
Agent (09/18/2023, 04:09:02 AM): "I see that this is the number on landline (540) XXX-XXXX and if we convert the landline number to a cellular sim you will get a free 5G device to activate it. Once activated your bill will be lowered by $50 to $60 a month and please be rest assured the term is non contract so you can make changes any time"
Agent (09/18/2023, 04:09:06 AM): "How does that sound?"
CYNTHIA (09/18/2023, 04:10:02 AM): "What kind of #g device?"
Agent (09/18/2023, 04:11:05 AM): "It will be Samsung A14 5G device"
Agent (09/18/2023, 04:11:13 AM): "Which will be completely on us"
CYNTHIA (09/18/2023, 04:11:19 AM): "How long do I have to keep the line?"
Agent (09/18/2023, 04:11:55 AM): "The call is completely yours, As I said the term is non contract so you can keep it active as long as you want"
CYNTHIA (09/18/2023, 04:12:52 AM): "But if I disconnected it, would my bill go back up?"
CYNTHIA (09/18/2023, 04:13:14 AM): "Can I choose a better device?"
CYNTHIA (09/18/2023, 04:13:46 AM): "Or apple device"
Agent (09/18/2023, 04:13:48 AM): "If you do not add the landline back it would increase by $15 to $20 because the $60 discounts I mentioned includes the $20 discount for adding the mobile line"
Agent (09/18/2023, 04:14:03 AM): "Yes You can choose an apple device as well however that would go on a payment plan"
Agent (09/18/2023, 04:14:21 AM): "For iPhone 12 it will be $5/mo"
Agent (09/18/2023, 04:14:40 AM): "Rest other apple devices we can check if we proceed"
Agent (09/18/2023, 04:14:52 AM): "Shall we proceed?"
CYNTHIA (09/18/2023, 04:15:22 AM): "$# for how long?"
Agent (09/18/2023, 04:15:34 AM): "24Months it is."
CYNTHIA (09/18/2023, 04:16:13 AM): "What happens to the contract terms I am in?"
Agent (09/18/2023, 04:16:23 AM): "You will be getting $400 off on iPhone and rest will be on payment plan of $5/mo for 24months"
Agent (09/18/2023, 04:16:44 AM): "The landline will be removed from the contract and added as a cell line to the same contract"
Agent (09/18/2023, 04:17:02 AM): "This will happen when the cell line is activated when the device and sim is delivered"
CYNTHIA (09/18/2023, 04:17:29 AM): "Will the cost of other services go up because the bundle is broken?"
CYNTHIA (09/18/2023, 04:18:05 AM): "When does my contract end?"
Agent (09/18/2023, 04:18:11 AM): "Your other services that is speed and the channels on TV will be the same, That services prices wouldn't change"
CYNTHIA (09/18/2023, 04:18:43 AM): "I am interested but leary about it"
Agent (09/18/2023, 04:18:58 AM): "Your contract has ended on 11/16/2021"
Agent (09/18/2023, 04:19:32 AM): "And that's why I thought of suggesting this deal to lower the bill as the deal is dynamic and ends today"
CYNTHIA (09/18/2023, 04:19:57 AM): "I thought I was locked into a price plan"
Agent (09/18/2023, 04:20:51 AM): "I understand Cynthia please be rest assured this deal I said is non contract as the internet and cable services will be the same and just the landline will be converted to a cell line to lower down the bill"
Agent (09/18/2023, 04:22:38 AM): "Let me know when to proceed so we can check the details of other Apple devices as well "
CYNTHIA (09/18/2023, 04:22:57 AM): "One moment"
Agent (09/18/2023, 04:23:06 AM): "Sure thing!"
CYNTHIA (09/18/2023, 04:26:07 AM): "How much is iphone ##"
Agent (09/18/2023, 04:26:26 AM): "Let me check, One moment please"
Agent (09/18/2023, 04:28:31 AM): "That can be viewed on the devices page, Will first need to begin with the procedure to check. To begin with, Will share an Xfinity secure link, Please fill in that link and let me know once done."
Agent (09/18/2023, 04:28:40 AM): "Your personalized secure data link: [Edited: "Personal Information"]  Please use this link to our secure information site to safely enter the requested information. I'll be available if you have any questions throughout the process"
Agent (09/18/2023, 04:29:03 AM): "Please let me know once done so we can check the monthly payment for iPhone 13"
CYNTHIA (09/18/2023, 04:30:24 AM): "Before proceeding, what would the total monthly bill be before and after?"
Agent (09/18/2023, 04:30:43 AM): "For all the services that is internet, cable and mobile lines correct?"
CYNTHIA (09/18/2023, 04:30:52 AM): "Yes"
CYNTHIA (09/18/2023, 04:31:12 AM): "So I can compare "
Agent (09/18/2023, 04:32:19 AM): "Now it is $239, And after proceeding this deal and activation of the number ( when the landline will go off account ) the bill will be $185 a month including all taxes and fees"
Agent (09/18/2023, 04:32:56 AM): "Where the internet speed 1200mbps, 210+ channels on cable remains the same"
CYNTHIA (09/18/2023, 04:33:08 AM): "Ok"
Agent (09/18/2023, 04:33:26 AM): "Thanks for understanding :)"
Agent (09/18/2023, 04:34:08 AM): "Looks like you were able to complete the form successfully!"
CYNTHIA (09/18/2023, 04:34:28 AM): "Yes"
Agent (09/18/2023, 04:34:38 AM): "Great! One moment please"
Agent (09/18/2023, 04:35:55 AM): "It will be $9.58 a month for iPhone 13."
CYNTHIA (09/18/2023, 04:37:06 AM): "How about a plus sized phone"
Agent (09/18/2023, 04:37:21 AM): "Sure let me check"
Agent (09/18/2023, 04:38:07 AM): "iPhone 13 Pro and Plus Variants are currently out of stock Cynthia"
CYNTHIA (09/18/2023, 04:38:44 AM): "My husband wants be to ask me to ask about a ## pro max with highest amount of.memory possible "
Agent (09/18/2023, 04:39:16 AM): "The highest amount of memory on iPhone 15 is 1TB"
Agent (09/18/2023, 04:39:41 AM): "And  monthly payment for iPhone 15 Pro Max is $33.33"
Agent (09/18/2023, 04:39:51 AM): "Per month for 24 months"
CYNTHIA (09/18/2023, 04:40:31 AM): "I have a zfold# "
CYNTHIA (09/18/2023, 04:41:05 AM): "What is the newest folding phone?"
Agent (09/18/2023, 04:41:19 AM): "Let me check, Please stay connected"
CYNTHIA (09/18/2023, 04:41:23 AM): "Android"
Agent (09/18/2023, 04:42:03 AM): "The newest Flip folding phones are Galaxy Z Fold 5 and Galaxy Z Flip 5"
CYNTHIA (09/18/2023, 04:42:38 AM): "How much would those be with this deal?"
Agent (09/18/2023, 04:42:44 AM): "Let me check"
CYNTHIA (09/18/2023, 04:43:03 AM): "They would be discounted, right?"
Agent (09/18/2023, 04:43:38 AM): "For Samsung Galaxy Z Fold5 ( 256 GB ) it is $74.99 a month and (512 GB ) it is $79.99"
CYNTHIA (09/18/2023, 04:44:23 AM): "Why is Apple so much cheaper?"
Agent (09/18/2023, 04:44:42 AM): "For Samsung Galaxy Z Flip5( 256 GB ) it is $41.66 a month and (512 GB ) it is $46.66"
Agent (09/18/2023, 04:45:06 AM): "Because with iPhone's you are getting $400 Off on promotional deals and that's the reason why iPhone are cheaper"
CYNTHIA (09/18/2023, 04:46:16 AM): "$### off already discounted prices?"
Agent (09/18/2023, 04:46:21 AM): "Also I just noticed for each line added now you qualify for a $100 Prepaid Visa Card"
Agent (09/18/2023, 04:46:25 AM): "That's correct"
Agent (09/18/2023, 04:47:08 AM): "The monthly payment would have been $25 to $30 a month however since you would be getting the $400 Off on iPhone that lowers the payment plan to $5 to $10"
Agent (09/18/2023, 04:47:50 AM): "Depending upon the iPhone Variant you choose the amount changes"
CYNTHIA (09/18/2023, 04:48:05 AM): "Understood "
Agent (09/18/2023, 04:48:17 AM): "Thank you for understanding :)"
CYNTHIA (09/18/2023, 04:50:10 AM): "One more time the iPhone ## pro max #tb is ##.## for ## months, right?"
Agent (09/18/2023, 04:50:20 AM): "That's correct"
CYNTHIA (09/18/2023, 04:50:38 AM): "## plus?"
Agent (09/18/2023, 04:51:20 AM): "iPhone 15 Plus ( 1TB ) it is $34.58 a month"
Agent (09/18/2023, 04:51:31 AM): "(512GB) Sorry"
Agent (09/18/2023, 04:51:45 AM): "Thats the highest memory of iPhone 15 Plus"
CYNTHIA (09/18/2023, 04:52:19 AM): "The ## pro max plus # tb "
CYNTHIA (09/18/2023, 04:52:45 AM): "I am asking for the biggest best"
CYNTHIA (09/18/2023, 04:52:52 AM): "$##"
CYNTHIA (09/18/2023, 04:53:02 AM): "Right"
Agent (09/18/2023, 04:53:22 AM): "iPhone 15 Plus ( 512GB ) it is $34.58 a month"
Agent (09/18/2023, 04:54:22 AM): "And I understand I made a typo above it is $33.33 for iPhone 15 Pro Max however the variant is 256GB"
Agent (09/18/2023, 04:54:33 AM): "Sorry for that typo :)"
CYNTHIA (09/18/2023, 04:54:48 AM): "You have the patience of a Saint.  He wants iphone ## pro max #tb."
CYNTHIA (09/18/2023, 04:55:00 AM): "How much is that?"
Agent (09/18/2023, 04:55:35 AM): "iPhone 15 Pro Max 1Tb is $50 a month, Double checked to avoid the typo :)"
CYNTHIA (09/18/2023, 04:56:03 AM): "Even with this deal?"
Agent (09/18/2023, 04:56:30 AM): "Yes originally it was supposed to be $67 a month but after the $400 Off it is $50 a month"
CYNTHIA (09/18/2023, 04:57:11 AM): "I am just trying to make the most out of this deal"
CYNTHIA (09/18/2023, 04:57:33 AM): "How about ##s?"
Agent (09/18/2023, 04:57:49 AM): "One moment let me check :)"
Agent (09/18/2023, 04:58:43 AM): "There is just 1 Variant of iPhone 14 that is 128Gb and that is $13.75 a month and 256Gb is out of stock"
Agent (09/18/2023, 04:58:50 AM): "Let me check other iPhone 14's"
CYNTHIA (09/18/2023, 04:59:09 AM): "## plus?"
Agent (09/18/2023, 04:59:48 AM): "Same goes for iPhone 14 Plus just 128GB variant in stock and for that it is $17.92 a month, 256 and 512 are out of stock"
Agent (09/18/2023, 05:00:21 AM): "Other Variant's of iPhone 14's are out of stock as well"
Agent (09/18/2023, 05:00:31 AM): "That is Pro and Pro Max"
CYNTHIA (09/18/2023, 05:01:07 AM): "Did we already check all models of ##?"
CYNTHIA (09/18/2023, 05:01:16 AM): "Pro, plus, etc"
Agent (09/18/2023, 05:01:57 AM): "Yup we checked, Let me share those details again\"
Agent (09/18/2023, 05:02:13 AM): "It is $9.58 for iPhone 13 128GB"
CYNTHIA (09/18/2023, 05:02:24 AM): "Or ## pro or plus"
Agent (09/18/2023, 05:02:26 AM): "128GB is the only variant for 13 as well"
Agent (09/18/2023, 05:02:47 AM): "Let me check 12\s"
Agent (09/18/2023, 05:03:38 AM): "There is iPhone 12 64GB ( Only Variant ) for $5.42 a month"
CYNTHIA (09/18/2023, 05:04:26 AM): "I am \uD##E\uDD## "
Agent (09/18/2023, 05:05:00 AM): "Sorry to say, But I can't see emo's 😅"
CYNTHIA (09/18/2023, 05:05:11 AM): "Thinking"
Agent (09/18/2023, 05:05:16 AM): "Sure, please take your time"
CYNTHIA (09/18/2023, 05:05:54 AM): "There is only # option for iPhone ##"
Agent (09/18/2023, 05:06:10 AM): "That's correct, And it is 64GB variant"
CYNTHIA (09/18/2023, 05:06:20 AM): "Ewww"
CYNTHIA (09/18/2023, 05:06:45 AM): "Let's do iphone ##"
CYNTHIA (09/18/2023, 05:06:56 AM): "With ###"
Agent (09/18/2023, 05:07:01 AM): "Great!"
Agent (09/18/2023, 05:07:29 AM): "Available colors are midnight black and other is Blue"
Agent (09/18/2023, 05:07:38 AM): "Which one would you like to have?"
CYNTHIA (09/18/2023, 05:07:51 AM): "Blue"
Agent (09/18/2023, 05:08:22 AM): "Great !"
Agent (09/18/2023, 05:08:37 AM): "What name would you like to keep on account for this device Cynthia?"
CYNTHIA (09/18/2023, 05:09:18 AM): "It is a home phone"
Agent (09/18/2023, 05:09:31 AM): "Shall I keep the name as "Home Phone""
CYNTHIA (09/18/2023, 05:09:36 AM): "[Edited: "Personal Information"]"
Agent (09/18/2023, 05:10:04 AM): "Got it! Let me proceed with name "[Edited: "Personal Information"]""
CYNTHIA (09/18/2023, 05:11:24 AM): "Can you throw in free HBO with this deal? Hahaha"
Agent (09/18/2023, 05:12:05 AM): "Cynthia, There will be a small pay today of $42.97 that includes the shipment charges, local sales tax and commission fees however post approval will make sure to credit the amount making sure all that's been waived off :)"
CYNTHIA (09/18/2023, 05:12:21 AM): "Ok"
Agent (09/18/2023, 05:12:27 AM): "Shall we proceed with one time payment of $42.97 from the card ending with [Edited: "Personal Information"]?"
CYNTHIA (09/18/2023, 05:12:57 AM): "Yes, as long as I get credited "
Agent (09/18/2023, 05:13:12 AM): "Awesome, Please help me with the preferred contact number or email id to share the approval :)"
CYNTHIA (09/18/2023, 05:13:28 AM): "###-###-#### "
Agent (09/18/2023, 05:13:48 AM): "Approval shared on 540-XXX-XXXX "
Agent (09/18/2023, 05:13:56 AM): "I have sent the order summary on 540-207-1745 . Please review, and if correct, click "I agree."
CYNTHIA (09/18/2023, 05:15:56 AM): "So the totals we talked about before"
CYNTHIA (09/18/2023, 05:16:51 AM): "The mobile bill is going up about $##"
CYNTHIA (09/18/2023, 05:17:38 AM): "How much is services bill going down?"
Agent (09/18/2023, 05:17:42 AM): "The actual saving for converting the landline to cellular would have been $80 to $85 a month however since we need to add a line for the phone that reducing the saving a bit and that's why the bill is $40 as you see"
CYNTHIA (09/18/2023, 05:17:42 AM): "$##"
CYNTHIA (09/18/2023, 05:17:55 AM): "For new line"
Agent (09/18/2023, 05:18:17 AM): "However as I mentioned earlier $185 includes the same 1200mbps of internet with 210 channels and this new mobile line ( converted from landline )"
CYNTHIA (09/18/2023, 05:19:55 AM): "What is my saving at the end of the day?"
CYNTHIA (09/18/2023, 05:20:15 AM): "How much per month"
Agent (09/18/2023, 05:20:17 AM): "$59 a month is the total saving at the end of the day :)"
Agent (09/18/2023, 05:20:23 AM): "Order completed successfully! A receipt for order  #[Edited: "Personal Information"] has been emailed to XXXXXXXXX@gmail.com"
Agent (09/18/2023, 05:20:59 AM): "A new iPhone 13 with the sim of number (540) 390-9166 will be shipped and delivered to you with in 3-5 business days"
Agent (09/18/2023, 05:21:43 AM): "Please make sure to activate the number so that the landline gets removed from the account and eventually lowers the bill"
Agent (09/18/2023, 05:21:54 AM): "You can activate the sim from this link"
Agent (09/18/2023, 05:22:02 AM): "xfinitymobile.com/activate"
CYNTHIA (09/18/2023, 05:22:26 AM): "After I activate it, I will get credited for shipping too?"
Agent (09/18/2023, 05:22:27 AM): "Also I will share the same steps on your number so that you can activate the device"
Agent (09/18/2023, 05:22:58 AM): "I am crediting the shipping amount right away"
CYNTHIA (09/18/2023, 05:23:09 AM): "Awesome "
Agent (09/18/2023, 05:24:16 AM): "Activation steps has been shared on your number and just wanted to inform in the end the device is eSim so you can directly activate the sim from the link, You won't get a physical sim"
Agent (09/18/2023, 05:25:58 AM): "$42 Charges has been reversed, The same will appear in your next bill as credited amount"
Agent (09/18/2023, 05:26:32 AM): "I hope I was able to clear the thing I said about eSim, Please let me know if you have any query and will be glad to answer them :)"
CYNTHIA (09/18/2023, 05:26:45 AM): "Does the phone have a spot for physical sim too?"
CYNTHIA (09/18/2023, 05:27:16 AM): "I am not familiar with esim"
Agent (09/18/2023, 05:28:48 AM): "eSim is much more easier to activate and that's why eSim order has been processed, Be rest assured when you get the device, You can try to activate it with the link I shared on your number and if you face any difficulty we will assist you with activating the number :)"
CYNTHIA (09/18/2023, 05:29:10 AM): "Ok"
Agent (09/18/2023, 05:29:21 AM): "Awesome, Thanks for understanding :)"
Agent (09/18/2023, 05:29:41 AM): "Please let me know if I can be of any other help to you Cynthia :)"
CYNTHIA (09/18/2023, 05:29:55 AM): "Now how about some free hbo?"
CYNTHIA (09/18/2023, 05:30:51 AM): "Oh. What channel package includes cmt? "
Agent (09/18/2023, 05:31:08 AM): "I wish I could do that Cynthia, However we are not authorized to add any services free of cost which needs to be paid, Let me check on CMT :)"
CYNTHIA (09/18/2023, 05:31:31 AM): "I like all true crime shows"
CYNTHIA (09/18/2023, 05:31:45 AM): "Promos on hbo?"
Agent (09/18/2023, 05:33:07 AM): "Currently there are no promos on HBO and for CMT we will need to add More sports and entertainment package"
CYNTHIA (09/18/2023, 05:33:08 AM): "My channels seem limited now"
Agent (09/18/2023, 05:33:26 AM): "DIGITAL PREFERRED TIER210+ Channels"
Agent (09/18/2023, 05:33:36 AM): "This is the number of channels available on your account"
CYNTHIA (09/18/2023, 05:33:49 AM): "Oh, I do not want to increase my bill"
CYNTHIA (09/18/2023, 05:34:33 AM): "Would I save money if I got rid of channels and kept internet "
Agent (09/18/2023, 05:34:47 AM): "Yes you would, For sure."
Agent (09/18/2023, 05:35:10 AM): "Shall I build the package to check what would be the amount after removing the cable services?"
CYNTHIA (09/18/2023, 05:35:36 AM): "Yes"
Agent (09/18/2023, 05:35:47 AM): "Great! Let me check on that :)"
Agent (09/18/2023, 05:39:14 AM): "Thank you for waiting Cynthia. "
Agent (09/18/2023, 05:40:55 AM): "Since there is an order being processed we are unable to remove the cable for now however I have checked the lowest tier TV package that is of 10+ channels with 1200mbps of internet and landline is $202"
Agent (09/18/2023, 05:41:32 AM): "So after the landline is removed and the cable services too the bill for just internet will be approx $140 a month"
Agent (09/18/2023, 05:42:26 AM): "You can make the changes to 10+ channels now for $202 and once the order that we processed now is activated you can get rid of cable services too"
CYNTHIA (09/18/2023, 05:42:49 AM): "I will wait"
Agent (09/18/2023, 05:42:50 AM): "10+ channels, 1200mbps internet speed and landline* sorry for the typo"
Agent (09/18/2023, 05:43:03 AM): "Sure, I respect your decision. :)"
CYNTHIA (09/18/2023, 05:43:07 AM): "Thanks "
Agent (09/18/2023, 05:43:11 AM): "you are very welcome :)"
CYNTHIA (09/18/2023, 05:43:22 AM): "Have a good one"
Agent (09/18/2023, 05:43:41 AM): "Before we close our conversation just want to check if I was able to assist you :)"
CYNTHIA (09/18/2023, 05:43:51 AM): "Yes"
Agent (09/18/2023, 05:44:00 AM): "Cynthia if you'd liked my assistance and If you have a minute, please click End Agent Chat  and follow the prompts to close this chat securely. Thank you so much and Good Night :)"
Xfinity Assistant (09/18/2023, 05:44:22 AM): "Thank you for contacting us."
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