Misleading "free iPad" offer from Xfinity agent.

Due to troubles I was having on home internet and phone accounts, I had to call Xfinity on 7/23/25 to get these things resolved as not only are they an inconvenience and frustrating when you are paying for service, they affect my business. At the end of a nearly 2 hour call, the rep I am speaking to offers a "Free iPad" for my troubles. She explains because I am a loyal Xfinity customer, she wanted to make things right. She said to not tell anyone, but they will give me this Ipad for free. I just have to pay an initial $64 for taxes, etc. I agreed after stating that there better not be any charges that pop up after I receive the iPad, please confirm I only pay this $64 and nothing else. She assured me there would not be any further charges. She never even told me on the call how much the iPad cost or that there would be a mobile line on it.

My intuition was right. I received a bill in August. I call Xfinity and said there should be no bill, this is supposed to be free. The rep said ok I will cancel the line, and I got email confirmation this was done on 8/29. Then another bill comes in September. I called again and was told not to worry, I owe nothing, they will take care of it… but that is not true. My account balance says $504. I spent another 3.5 hours on the phone yesterday trying to get this resolved.  I said I want to return the device as I did not really need or want it in the first place.  I got nowhere with the agent, just told that I need to pay off the iPad. This was a deceptive offer and I am shocked a company like Xfinity would mislead customers using scamming tactics. I was only accepting the Ipad as a gesture to make good for my other account troubles, but this 'free ipad' has now become a worse issue. I’m a new business owner and Xfinity is sucking up my time and piling on stress with their shady offers and incompetent agents. I will be reaching out to both the FTC and BBB with my complaints as this is absolutely unfair to be baited and switched.