How do I escalate a problem?

Hello,

I need assistance escalating a billing dispute with Xfinity Mobile. I have already spoken with multiple agents by chat and phone, but the issue remains unresolved and I now have conflicting information in writing. I am posting here to create a clear record and request an escalation to the Mobile Billing Escalation Team. I can provide my account details via Direct Message once an Xfinity Support rep responds.

1. Device Payoff Contradictions

• Aug 11 chat: Told one of my phones was already fully paid off and that charges would stop after the July 27–Aug 26 billing cycle.

• Sept 16 chat: Told again the device was paid in full and no further device payments would appear after that cycle.

• Oct 1 chat: Told the same phone is on a 24-month plan (started Nov 2024 at $41.66/mo) and that the final adjustment wouldn’t appear until the Sep 27–Oct 26, 2025 cycle — implying it isn’t fully paid until Nov 2026.

This is directly contradictory. I need confirmation of the actual payoff status and date, and removal/refund of any charges that should no longer be applied.

2. Plan Pricing Not Applied

• Aug 11 chat: Offered and accepted a new Unlimited Intro plan at $168.15/mo + taxes (with protection). I was told this price included both watches and would eventually drop further once a second device was paid off ($126.49/mo + taxes)

• Sept 16 chat: Another agent confirmed my watch promotion was not applied correctly. Instead of fixing it, they said credits would have to be added manually each month.

• Oct 1 chat: No confirmation that the promised plan pricing is in effect at all, but told my device isn't paid off yet.

I need the promised pricing applied retroactively, the watch promotion corrected, and refunds for any overcharges.

3. Requested Resolution

1. Written confirmation of the payoff status for the affected device.

2. Retroactive application of the promised plan pricing ($126.49/mo + taxes) after the second device was paid off, which I was told in August was paid off.

3. Correction of the watch promotion so it does not require manual monthly credits.

4. Refund of all overcharges tied to the above issues.

5. A clear cycle-by-cycle breakdown showing corrected charges, credits, and taxes.

I have saved all three chat transcripts (Aug 11, Aug 21, Oct 1) and can provide them privately if needed. I also spoke with phone support last month, and they told me the issue with the new plan/watch payment was “resolved,” but it has not been, and I have no written record of that call.

Please escalate this immediately, assign a case number, and confirm next steps.