Ongoing Billing Error: Stuck in "Manual Monthly Credit" Loop for Promotional Samsung A36 Phones

Hello,

I am looking for an Executive Support or Corporate Resolution agent to help permanently resolve a persistent billing issue with my mobile account.

•  The Situation: Following a promotional email last year, I renewed my commitment on a phone call with an Xfinity representative for two free Samsung A36 phones. I was assured my base rate would remain exactly the same and not change by a penny.

• The Error: Instead, my account is being surcharged $33.32/month (the exact 24-month equipment cost for both devices).

• The "Fix": I have spoken to multiple supervisors. On November 6, 2025, a supervisor named Adam verified that the promotional agreement was fully documented in my account notes. However, he stated that due to system limitations, there was no way to apply a recurring bulk credit.

• The Problem: I was told the only solution is to manually call the mobile repair department every single month before the bill hits to request a manual $33.32 credit.

Requiring a loyal, long-term customer to call in monthly for a documented promotional error is unacceptable. I am requesting a high-level agent to review the notes from November 6, 2025, and issue a one-time, lump-sum credit for the total remaining balance of the 24-month device term, or permanently wipe the remaining device payment balance.

Please let me know how we can move this to a secure direct message to get this resolved.

Thank you.