Wrongly Billing for Free line

Hello Xfinity Executive Customer Relations Team,

I have been a loyal XFINITY customer for both internet and Mobile for the last 7 years and I am reaching out to formally request a refund and resolution for an ongoing issue where I was repeatedly charged for a mobile line that was promised to be free under Xfinity’s “Free Unlimited Line” promotion.

Despite multiple calls over several months, the issue has still not been resolved, and I have not received any written confirmation from your team.

Here is a summary of what has occurred:

1. Initial Setup:
   Xfinity customer service added a new line under the “Free Unlimited Line” for 1 year promotion, I was told that it would be completely free and remain active without monthly charges.

2. Repeated Billing:
   For the last five months, I have been charged for this line each month even though it was supposed to be free.

3. Multiple Calls & Conflicting Explanations:

   • On several occasions, your customer support representatives confirmed that the problem was due to a system or billing issue and assured me that it had been fixed.

   • However, the charges continued appearing every month.

   • Two days ago, I was told that it was an accounting issue and that a case had been created so the accounting team could contact me but no one ever followed up.

   • When I called again today, I was told that Xfinity cannot refund my money and was instead advised to cancel the line.

4. Lack of Written Confirmation:
   Each time I requested written confirmation or an email record of the issue, I was told that your system does not allow sending such emails. As a result, I have no written proof despite following up multiple times in good faith.

I have now been incorrectly charged for five consecutive months for a line that Xfinity repeatedly admitted was affected by a billing/system error.

I am therefore requesting that Xfinity:

• Refund the full amount charged for the line that was supposed to be free under the promotion.

• Provide written confirmation that this billing/system error has been fully resolved and that I will not be charged again.

I would appreciate your prompt investigation and a written response confirming next steps and refund status.

Thank you for your time and attention.