Ongoing Billing Issues Following Misrepresented Mobile Promotion

I am requesting assistance with an ongoing billing issue that has still not been resolved despite numerous contacts with Xfinity.

In May, I signed up for what was advertised to me as a free mobile line for one year. This offer came after nearly a year of repeated calls, emails, and marketing outreach from Xfinity encouraging me, as an internet customer, to transfer my phone number and activate the line.

Several months later, I was informed that the service was actually not eligible for the free promotion because I had previously been an Xfinity customer in 2023. If Xfinity already knew my customer history, why was I repeatedly solicited and encouraged to sign up for an offer for which I was supposedly ineligible? This feels like a classic bait-and-switch situation.

When I escalated the matter to Corporate Escalations, I was told that if I disconnected the mobile service, the charges would be cleared. I followed that guidance and disconnected the service. However, I continue to receive charges, past-due notices, and late fees.

What makes this situation even more frustrating is that every time I contact Billing Support, I am told there are no outstanding charges or pending bills on the account. Yet when I log into my Xfinity account, I see a past-due balance and accumulating late fees. Additionally, because the mobile account has been disconnected, I no longer have full account access and can only see the amount due without any billing details.

Over the course of many months, I have spent countless hours speaking with different representatives. Each time, I am assured that the issue has been resolved, only to find that the charges remain and new billing notices continue to appear.

At this point, I am asking for the following:

1. A complete review of the charges associated with this mobile line.
2. Removal of all charges, late fees, and any related balances that should have been cleared upon disconnection as previously promised.
3. Written confirmation that the account balance has been corrected and that no further billing will occur.
4. Assurance that this issue will not negatively affect my credit or account standing.

I would appreciate your prompt assistance in finally resolving this matter.

Thank you,

Sushil