Same dishonesty as last year

I chatted with Xfinity Mobile today about changing my plan from the $40-unlimited to a $30-plan.

I had gotten an email, stating that my free promotional plan ends on Sept 12. This was incorrect. It shouId not end until October 10. Last September (2025), the representative at the Xfinity store in Boca Raton promised me a free cell phone, in addition to the free service being offered for one year. However, he had no intention of giving me a free cell phone. The cell phone was to be paid off monthly. I posted a complaint to the forum and received a phone call from an Xfinity Escalation representative. She explained that the cell phone was not free, but this cell-service was. I had been bait and switched. The cell phone arrived in the mail. The representative paid for return shipment of the cell phone. I then purchased my own phone. My free year of self-service, thus, did not begin until October 10.

Today, the representative (I have his name.) informed me that, indeed, the free year ends October 10 of this year. He said to ignore the email because it was based on the original date of the promotional plan (September 12, the date of the plan that did not initiate because the "free" cell phone had to be mailed back). My free year did not begin until October 10. The Chat representative also texted that I could continue my Unlimited Plan with the $30-plan ($40 minus a $10 discount) and called this an "Upgrade." I could not understand how this was an upgrade.

I had a $480-credit in the account from last year, after I spoke to the Escalation representative last year.  The Chat representative stated that a $480-credit would be applied to the $30 plan, such that I would continue service at $0 for another 16 months. It seemed like a great deal, and I repeatedly asked him to confirm.  So, he sent me a document that I agreed to, showing that the $30 plan would begin on October 10 and that the charges would be $0 per month because I had the $480-credit, which would last 16 months.  He provided a confirmation code.  The Chat must have refreshed because I only was able to print the last few sentences.  I then chatted with a second representative, who told me that the free plan ends on September 10 (TODAY).  The email showed September 12.  She wrote that, beginning on September 11, I would be charged $30 per month plus fees.

I requested that she retrieve the entire chat from the first representative. She said that she had no access to that. I have the names of both chat representatives. I told her to cancel the plan effective immediately because I did not want to be charged anything and I did not want to do business with this company anymore. She sent me a confirmation email which I agreed to; however, I see no confirmation in my Xfinity account that the cell phone service has been canceled.

This is the second time in as many years that employees of Xfinity have been dishonest. It appears that the representatives have been trained to be deceitful. So now, assuming that my cell service is off, I need to find a new service provider and I likely will lose my phone number. The situation has taken hours and hours of my time and has caused me tremendous stress.