We agreed on the end resolution and you lied about it I'm not waiting you need to finish the job in honor what you originally said I'm well

Nature of Complaint: Billing Issues | Contract / Terms Misrepresentation | Unauthorized Account Changes | Service Failure

I am filing this complaint regarding misrepresentation, unauthorized account changes, and failure to honor disclosed terms related to my Xfinity Mobile service.

Prior to activating a device I purchased outright, I contacted Xfinity Mobile to confirm compatibility. The device is fully paid off, factory unlocked, and has a clean IMEI. I was informed it was compatible and proceeded with activation.

During the same interaction, I requested to add device protection. I was informed that insurance could be added within 30 days of adding a device. The representative reviewed coverage, exclusions, pricing, and a promotional rate and explicitly stated the insurance was added.

Several days later, I was informed that no insurance had been added and that I would need to wait for open enrollment, despite still being within the disclosed 30-day eligibility period. Had a loss occurred, I would have been uninsured due to Xfinity’s failure! Iwas also incorrectly informed my device was “incompatible,” which was later contradicted and appears to reflect a misunderstanding of Xfinity’s policies rather than a device issue. Additionally, a Samsung S24+ was added to my account without my authorization. I only inquired about compatibility and did not authorize adding a device or creating a second line. A representative later stated this unauthorized device may be preventing insurance enrollment. Xfinity has not removed it.

I am also experiencing unexpected billing changes

Desired Resolution:

Immediate addition of device protection honoring original terms and promotional pricing

Removal of the unauthorized device and any unauthorized line

Correction of billing & restoration of agreed-upon rates

Written confirmation and direct follow-up

If this matter is not resolved promptly, I will pursue further escalation through appropriate regulatory and consumer-protection agencies.