Unresolved Xfinity Mobile Promotion Billing Issue Since July – Ticket CAS3956816

I’m reaching out again because I have been dealing with an unresolved Xfinity Mobile billing issue for months, and I have now been charged directly from my bank account for a line that was supposed to be free under a promotional offer.

When I moved my Xfinity Internet service from Alexandria, VA to Washington, DC, I was offered the promotion for one year of free Xfinity Mobile service for Internet customers. I specifically asked for this promotion to be added when I transferred my service, and I was told that it had been set up correctly.

However, about a month later, I was billed for the mobile line because the promotion apparently had not been properly attached to my account.

I initially contacted the Xfinity forum team because I had previously received much better support here than through regular customer service. The forum team assisted me and corrected the charge for that month, but the underlying issue was never actually fixed, and I continued to be billed again afterward.

I then contacted customer service, and a ticket was opened in July:

Ticket: CAS3956816

That ticket has now been open for months with no meaningful update or resolution.

Since then, every single month I have had to contact Xfinity customer service, explain the same situation again, and request a manual credit so that I would not be charged for a service that should already be covered by the promotion. This is not a reasonable long-term solution. I should not have to contact customer service every month just to receive a promotion that Xfinity already confirmed I was eligible for and enrolled in.

This month, I was unable to contact customer service before the billing date, and Xfinity actually withdrew the mobile charge from my bank account.

At this point, I need this escalated and permanently resolved. I am requesting:

1. A review and resolution of ticket CAS3956816, including an explanation of why it has remained unresolved since July.

2. The one-year free mobile promotion to be correctly and permanently applied to my account for the full promotional period I was originally promised.

3. A refund/reversal of the mobile charge that was withdrawn from my bank account this month.

4. A review of my previous billing months to make sure I have not paid any other charges that should have been covered by this promotion.

5. Confirmation that I will no longer need to contact customer service every month for manual credits.

I am not looking for another one-time courtesy credit. The underlying promotional billing issue needs to be corrected so that this stops happening.

I would really appreciate it if someone from the Xfinity forum support team could take ownership of this issue and escalate it appropriately, because I have already spent months repeatedly contacting customer service without getting the actual problem resolved.