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Subject: Escalation Request – Repeated Confirmation of a Free Mobile Line, Followed by Unexpected Charges
Hello Xfinity Team,
My name is [Edited: "Personal Information”]
My Xfinity account # : [Edited: "Personal Information”]
My contact number : [Edited: "Personal Information”]
I am posting this here after multiple calls and several hours spent working with Xfinity Customer Service. I am hoping someone from the Xfinity leadership or escalation team can review my case and help resolve it fairly.
Here is the complete background and timeline:
February 2026 – My Original Xfinity Service
I signed up for Xfinity Internet in February 2026 under an offer that included one Xfinity Mobile line free for the first 12 months. Since the mobile line was included at no additional cost, I chose this offer and proceeded with Xfinity.
When Xfinity Customer Service was helping me add my wife's mobile number to the included free line, the representative made an error and added her number to an old/legacy Xfinity account instead of the correct account associated with my new service.
This was not an error on my part. Xfinity acknowledged that the mistake was made by their representative.
After my wife's number was ported to Xfinity, I started receiving significant charges for that mobile line because it had been added to the wrong account. I escalated the issue, and Xfinity ultimately reversed the charges because they acknowledged that the issue resulted from their mistake.
I then repeatedly requested that Xfinity move my wife's number to the correct account and honor the original offer of the free mobile line. Despite numerous calls, several hours spent with Customer Service, and multiple requests, Xfinity was unable to make this correction.
Eventually, I became extremely frustrated and felt I had no other option, so I moved my mobile service to another carrier around April 2026.
September 22, 2026 – Xfinity Contacted Me Again
On September 22 around 3:00 PM, I received a call from an Xfinity Customer Service representative, Sheela (I believe that was her name).
She contacted me and explained that my account was eligible for one single Xfinity Mobile line at no additional charge, and that I could take advantage of the offer now.
I immediately explained my previous experience from February and how much time and effort I had already spent trying to resolve the same issue. I specifically told her that I did not want to go through the same situation again.
She assured me that this time it would not happen again and repeatedly confirmed that the line would be free.
For additional protection, I specifically asked her to add a notation to my account stating that the mobile line was being provided at no additional charge. She agreed.
She then created the order, and the order clearly showed a $0 total for the mobile line. I received the order confirmation email showing the $0 amount, and I still have that email as evidence.
Based on these repeated confirmations, I proceeded with the port-in process.
Port-In Process
My wife and I had to work with my existing mobile carrier to release her number. We spent significant time and made multiple calls to get the number released.
Once the number was released, I contacted Xfinity and confirmed that the number was ready to be ported in. Xfinity subsequently activated my wife's number.
During this process, I spoke with multiple Xfinity Customer Service representatives. Because of my previous experience, I repeatedly asked each representative to confirm that this was the free line with no additional monthly charge.
I was repeatedly told that it was a free line.
Additional Confirmations From Xfinity Representatives
I also spoke with the following representatives:
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Henz – Confirmed that the line was free and would have no additional charge.
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Reema – September 24 – Again confirmed that the line was free and there would be no charge.
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I also asked Xfinity to create a case for additional documentation: [Edited: "Personal Information”].
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I specifically requested that the case notation document that this was a free mobile line, and I was told that the notation had been added.
At this point, I had multiple confirmations from Xfinity representatives, an account notation, a case number, and an order confirmation showing $0.
September 26, 2026 – After the Port-In Was Completed
After everything was completed, I contacted Xfinity again on September 26 and spoke with Jonny from Customer Service.
Because of everything that had happened previously, I asked again to verify that the line was indeed free.
This is when I was suddenly told that the line was not free and that I would have to pay for it.
This was extremely frustrating because I had specifically asked Xfinity multiple times before completing the port-in process. I relied on the information provided by Xfinity representatives and proceeded with the port based on their repeated confirmation that the line was free.
Now, after the port-in was completed and after I moved my wife's number from my previous carrier to Xfinity, I am being told that I have to pay for the line.
Even more concerning, Xfinity representatives have acknowledged that the information I was given was misleading/incorrect.
Why I Am Escalating This
I understand that mistakes can happen. However, this situation involves more than one isolated conversation.
I have:
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The September 22 call recording
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The $0 Xfinity order confirmation email
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Multiple conversations where Xfinity representatives confirmed that the line was free
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The account notation I specifically requested
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Case [Edited: "Personal Information”]
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The September 24 confirmation from Reema
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Multiple other interactions during the port-in process where I specifically asked whether the line was free
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Documentation showing that I relied on Xfinity's representations before moving my wife's number from another carrier
I went through a very similar situation with Xfinity in February 2026, which is why I was extremely careful this time. I repeatedly asked Xfinity representatives to verify the offer before I proceeded.
Despite taking those precautions, I am now facing essentially the same issue again.
My Request
I am respectfully asking someone from the Xfinity leadership/escalation team or Executive Customer Relations to review my case, including the call records, order details, account notes, and Case [Edited: "Personal Information”].
I am not asking for anything beyond what was repeatedly promised to me.
I am simply asking Xfinity to honor the free mobile line that was offered to me and that I relied upon when deciding to port my wife's number back to Xfinity.
I have already spent many hours dealing with this issue and have made every reasonable effort to resolve it through regular Customer Service. I would really appreciate it if someone from the appropriate leadership/escalation team could review the complete history rather than treating this as a new standard billing question.
Please review the documentation and help resolve this matter by honoring the commitment that was made to me.
Thank you for taking the time to review my situation. I sincerely hope someone from the Xfinity leadership team can help resolve this fairly.
Case [Edited: "Personal Information”]
user_ja3hop
Visitor
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1 Message
1 hour ago
This is exactly happening to me right now. Just got my internet set up through them around September 4th, and every single time i spoke to any of the MULTIPLE representatives, it was shoveled down my throat that i will get a free line for 12 months!!!! I set that up on September 13th. They took out a $25 charge on AUGUST 15th before i even had their services, and then another one September 15th for $35. Best part; there are no records of them charging me those amounts ANYWHERE in my account, i’ve even had representatives fully check my BRAND NEW account (so it shouldn’t be much of a dig), and they can not find those charges anywhere. So now i can’t even dispute it with my bank. Textbook scam artists and i KNOW there was no fine print anywhere because i read and reread EVERYTHING so many times before fully committing. I’m sure there are SO many people going through this same thing. Xfinity better CHOP CHOP fix this right now.
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