Xfinity Mobile Executive Resolution Case Has Been Open for Over a Week With No Contact

Hi Xfinity team,

I'm hoping someone can help me get an update on an unresolved Xfinity Mobile issue that has already been escalated to the Xfinity Mobile Executive Resolutions team.

I originally ordered an iPhone 18 Pro Max around September 26. The order included a 36-month device installment plan with a $400 promotional credit for porting in my existing number. I also had a one-year free Mobile Select line promotion.

During the process of transferring my existing number before the phone arrived, an Xfinity representative created an additional line on my account without my request. I was told that this would be sorted out once the phone arrived and that my original promotions would remain intact.

After receiving the phone, I spent approximately two hours with another Xfinity representative completing the activation. I was told that everything had been corrected. However, my account still showed multiple problems, including:

• The active line showing the iPhone 18 Pro Max as BYOD with no installment plan displayed.

• A separate entry for the same iPhone showing 35 payments remaining but not associated with any phone number.

• Another duplicate/replacement-device entry for the same phone.

• Two mobile lines instead of the intended setup.

• An estimated bill significantly higher than what I was expecting.

• The need to verify that my $400 device promotion and one-year free-line promotion are still correctly attached to the intended number and account.

I contacted Xfinity support again, and the issue was escalated to the Xfinity Mobile Executive Resolutions team.

A moderator subsequently told me that the Executive Resolutions team had my ticket and that they would contact me with an update. I was also told that I could not contact that team directly and would have to wait for them to reach out.

It has now been more than a week, and I still have not received a call or meaningful update.

At this point, I am simply asking for someone to review the existing escalation and help get it moving. I have already spent several hours with support trying to resolve what should have been a straightforward activation and account correction.

I would really appreciate it if an official Xfinity employee could check the status of my existing Executive Resolutions ticket and advise me on the next step.

Thank you.