Signed up for free one year line but being billed $40 a month plus taxes and fees.

Note: This is my third attempt to address this issue. I have chatted two prior times with representatives that I was direct to via the chat assistant. 

Earlier this year we moved to another carries becasue we could get more data at a much lower cost. Several months later we upgraded our internet to the 5 year quaranteed price plan at a 1 Gbps speed. A part of that offer was a free unlimited mobile phone line for a year.  I used the xfinity online chat system to confirm that we qualified for it and was assured that we did. We moved my wifes phone back to xfinity to take advantage of the savings but now I was charged $53.00 for the unlimited line. 

I have the saved chat log from the original communications with xfinity where I was assured we qualified and the line would be free. I have tried several times this week to resolve this and was told this was being elevated to a higher level of support to get a resolution but after 48 hours Ive heard nothing from Xfinity.

I would appreciate some help resolving this.

Brett

I should add that this same scenario has happened multiple time. We agree to be put on a plan or promotion but then the representative doesn't set it up correctly or we find that our billing doesn't match what we were told and I end up having to spend more time to fix things. Often time Ive been told "I'm sorry but the promotion you were supposed to be put on is no longer available so I can't put you on that plan... or in this case I'm being told I didn't qualify for the free line of service even though the representative told me I did. " It all makes for a poor customer experience. Time is money and having to spend my time fixing these things if not my favorite way to spend my time.