Incorrect Charges for iPad on Discounted Bundle Plan

I am writing to formally request resolution regarding incorrect charges on my account for an iPad that was supposed to be included as part of a discounted bundle promotion.

• In August 2024, I signed up for an Xfinity bundle (WiFi + iPad promotion). I was told by the sales representative that the iPad was included at no additional cost as part of the promotional offer.

• I received the iPad, but I noticed that my account began showing charges for the device.

• In October 2024, I contacted Xfinity support by phone and also visited my local Xfinity store with the device. I was assured that the issue was being reported to the management team and that it would be resolved quickly.

• Unfortunately, the charges continued. I followed up multiple times, both in person and over the phone. Eventually, I was provided with a ticket number. However, I never received any communication or resolution.

• Today, when I called support again, I was told that the refund was denied and that I must continue making payments until the device is fully paid off. The representative stated that the device required a 24-month activation period, but I was never informed of such a condition at the time of purchase.

At present, I have already paid $39.97 per month from October 2024 until now, yet I am still being told that I owe $217.72 toward the total device cost of $474.99. The math does not make sense, given the payments I have already made.

This situation has caused significant frustration and financial inconvenience. I respectfully request that:

1. Xfinity review this case immediately and honor the original promotional terms that I was promised.

2. Any improper device charges already billed to me be refunded or credited to my account.

3. Confirmation be provided in writing that no further charges for the iPad will appear on my bill.