promotion qualify

When I activated my two Xfinity Mobile lines, I was told over the phone that I would qualify for the BOGO promotion, which offers one line free for 12 months. After three days of struggling with activations and finally getting everything set up and working, I was then informed that I did not qualify for the promotion because the lines were originally associated with my ex-fiancé’s account.

However, as I explained during multiple calls, the lines were activated under a new account, with a different billing name and different address. Given that these are tied to an entirely separate account, shouldn’t they be considered new activations? I could have easily activated these lines with another carrier, but I chose to stay with Xfinity Mobile based on the promotion I was told I qualified for.

Additionally, I want to emphasize that the reason I transferred these lines to a new account is deeply personal and serious—my ex was monitoring my calls and text messages without my consent. There is a history of domestic abuse, and creating a separate account was a necessary step to protect the safety and privacy of both myself and my child. I was hoping that this new start would be supported, not penalized.

I attempted to escalate the issue but was unable to make any progress. I have since filed a complaint with the BBB and spoke with a representative in escalations, who confirmed that I should qualify for the promotion and said I would receive a follow-up call. That conversation took place on Friday, April 4th, and I have yet to hear back.