Final Request for Resolution of Unapplied Promotions and Deceptive Billing Practices

Dear Xfinity Mobile Customer Support,

I am writing to formally demand immediate resolution to multiple, ongoing issues with my Xfinity Mobile account — issues which have been consistently mishandled and which now appear to reflect a broader pattern of deceptive and misleading business practices.

1. Free Unlimited Phone Line Promotion

I was offered a free unlimited mobile line for 12 months, which I activated for my son's account. Despite this being a clearly advertised promotion, I have had to call every single month to request the credit manually. I was told a note was placed on my account to ensure automatic crediting — yet that has not occurred.

On my most recent call, today (August 7, 2025), I was told I have “exceeded the allowed credits for the year” and would no longer be issued credits. This is completely unacceptable. The promotional terms were clear, and your team’s failure to properly apply and manage the offer should not fall back on me as the customer. I expect the monthly credit to be applied automatically and retroactively for all eligible months without any further action required on my part.  

2. Apple Watch Promotion Misrepresentation

I was also offered free Apple Watches with no recurring monthly fees. I was assured multiple times that there would be no charge for cellular service. I do not want cellular service on these watches, yet I am being charged $10/month per watch.

The only valid charge should be a monthly cost of $1.25 for the size upgrade on one of the watches — which currently appears correct.

Ongoing Impact & Escalation

I have now spent countless hours over several months on the phone and in chats trying to fix issues that should never have occurred in the first place. The failure to apply these promotions automatically, the misinformation provided by multiple representatives, and the continued billing of unwanted services is unacceptable and appears to be part of a pattern of deceptive business practices.

This is my final attempt to resolve these issues directly.

I am requesting:

• Immediate and retroactive application of the 12-month credit for the promotional free mobile line XXX-XXX-3778.

• Immediate removal of all recurring charges for Apple Watch cellular $10.00 services and watch device payments (excluding the $1.25 upgrade price).

• Written confirmation that both promotions will be honored as originally offered.

If these issues are not corrected on my next billing cycle, I will be:

• Transferring all services away from Xfinity Mobile, and potentially all other Xfinity services I currently hold.

• Filing formal complaints with the FCC and the New Hampshire Attorney General’s Office for:

  • Deceptive advertising and pricing

  • Bait-and-switch practices

  • Misrepresentation of promotions

  • Failure to honor advertised terms

  • Poor service quality and resolution failure

I expect written confirmation of these corrections within 7 business days and no later than the next billing cycle. Please consider this my final attempt to resolve the matter amicably.