Xfinity Mobile $40 Monthly Increase Was Not Disclosed When I Switched Providers

I am requesting an escalation regarding an unresolved Xfinity Mobile billing issue.

I switched from another provider to Xfinity specifically because of the monthly price presented to me by an Xfinity representative at the store. When I made that decision, the representative did NOT tell me that the price included a temporary $40 free-line promotion that would expire after 12 months and cause my monthly bill to increase by $40.

I understand that the promotion expiration may have appeared later on billing statements or electronic documents. That is not my complaint. My complaint is that this significant future price increase was not disclosed by the representative when the price was presented to me and when I made my decision to switch providers.

I contacted Xfinity support today and escalated the matter to a supervisor. During the chat, an Xfinity representative stated: “as you were not informed about this.” The supervisor later stated that Xfinity “cannot confirm exactly what details were shared with you” when the order was placed.

I have screenshots of the conversation. My Chat ID is 4248747597964649183.

I was offered a one-time $40 credit, but that does not resolve a recurring $40 monthly increase.

I am requesting that this matter be escalated to the appropriate Xfinity Mobile customer relations or executive-level team for review and that Xfinity provide a reasonable permanent billing resolution.

I moved my internet and mobile services to Xfinity based on the pricing presented to me. If Xfinity cannot resolve this issue, I am seriously prepared to move my services to another provider.

Please have someone with the appropriate authority review my case.