Xfinity Mobile Promotion that I signed up for not being honored

I am a long time and loyal customer of Xfinity/Comcast

I have had Xfinity/Comcast home TV for about 40 years. I have had Xfinity/Comcast home internet for about 20 years. I was with a different mobile phone provider. Recently it was time for me to get a new phone so I started to shop around for a new mobile phone provider. I called Xfinity's main number and the representative offered me a promotion to sign up. This was in August 2026. He offered me a promotion if I switch to a higher speed internet he would sign me up for the mobile select plan for $30 per month with the first year free. He also said I would get a new phone for free through phone credits for 36 months without a trade in.  Now I'm not sure if that was even a legitimate offer to get a free phone. I told him I have to do some research to decide which phone I would get and he set up a time to call me back in a couple of days which he did. On that call I told him I was going to get the lower priced phone and he said why not get a better phone, it will still be free through credits as long as I stay with Xfinity Mobile for 36 months so I said I need more time to decide which phone to get and he set up a time to call back again in a couple of days which he did. On that call is when I agreed to sign up and I took the better higher priced phone. I was very happy, It seemed like a good deal. I agreed to the new contract over the phone with him. However he never sent me an email or text to confirm the details, we agreed on the phone by voice only. I realize now that was a mistake, I should have asked for an email or text but I never thought it would be an issue. I thought I could trust Xfinity especially because I have been such a long time customer. Now I'm not sure if a free phone through 36 months of credits without a trade in was even a legitimate offer. Maybe that is why he never sent me anything in writing. I don't know. So a few days later the phone was delivered by FedEx. To activate the new phone and transfer everything over from my old phone I went to an Xfinity store to let them do it. They never asked about what plan I signed up for and I never brought it up. I assumed it was already in the system. Then I got my first bill and there are no phone credits and the bill is $40 a month free for 1 year but it is not the $30 a month plan I signed up for. I called Xfinity Mobile and they said my phone was activated under a $40 a month plan with no phone credits and they can't correct it and this is the plan I am now stuck with. I said if you listen to the phone call or transcript from when I agreed to sign up you will be able to see I signed up for the $30 a month mobile select plan with 36 months of phone credits. They said there is nothing they can do. Also, I signed up in August 2026 and I now have learned the $40 a month plan was not even available in Aug. How can I even be on that plan. They said I signed up for the higher speed internet after I signed up for Xfinity Mobile. That is not true. And I do have proof of that in writing on my bill. i don't know how this all got so mixed up and wrong I am so disappointed right now with Xfinity. Again I have been with Xfinity/Comcast for about 40 years and to be treated this way after being such a loyal customer for so long is terrible. If you are not able to correct this I will be leaving Xfinity all together and I will get a new provider for my home TV my internet and my mobile service. I will have to pay for the phone now either way and it was your representative who talked me into getting the higher priced phone. I am not asking for any special treatment. I am only asking you to honor the plan I agreed to and signed up for. I appreciate any help with this manner. Please make me a happy Xfinity customer again, Thank You.

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