Standalone fees

Hello,

I returned to xfinity as a new member after porting my number to a new carrier in June '25. 

The representative advised me that I would get $200 gift cards (100 for each line brought back not including watches), and she provided me a summary of what my bill would be.  

The summary did not include $25 standalone fees toward all 4 of my lines (including watches). My bills have increased $100, which I had not anticipated. 

I have called customer service (CS) several times,  and was advised they notated my account and submitted tickets.  When I asked for a ticket confirmation,  I was told it would be sent to my email within 24 hours.  I never received an email.  Most recently, August 5th, I called CS and advised that I had not received a ticket confirmation from my call on August 4th. The individual then proceeded to give me #. From there I asked if there was a way to escalate my concern because my bill is due August 10th, at which they advised me of the direct messaging platform.

I spoke with an direct message representative (DMR), from 6p to nearly 11p on August 5th, explaining that I had no transparency on the standalone fees, and have an existing ticket open. I provided the #. DMR said that the number was not one of their ticketing confirmation numbers.

 So I proceeded to explain again my situation and request.

I asked if they could at least credit for this bill cycle and the next in order to prepare financially to pay an additional $100 on my bill. DMR advised that there was no way to waive the fees and that it was a valid fee. DMR then preceded to send me an article about the standalone fees when there is no internet active.  This was very helpful.  However,  my issue is that I was not advised at the time of setting up my service that this fee would exist.  I didn't know to know, that service without internet is subject to fees.  I didn't know to know,  to go read an article on what to expect on your bill without internet, when my confirmation summary email told me what to expect on my bill (standalone fee was not listed). I provided DMR a screenshot of my confirmation order,  and bill summary of what to expect,  which did not include the standalone fees. DMR still priced to say the fee was valid and there was not a way to waive. 

If there is a way to charge,  there has to be a way to credit. 

I asked DMR how I can further escalate this, and was advised that my services would need to be active for 90 days before I can submit a ticket. 

Mind you all other CS representatives have claimed to submit tickets on my behalf.  

My experience back to Xfinity has been exhausting and the inconsistent processes are frustrating and unnecessary.  

Because of DMR,  I'm aware of the fees and the article related,  and am asking again if at least this cycle and the next could be credited do to the circumstance.  This would be a total credit of $200

Please tell me that this is something Xfinity can comply with.