Request for Mobile Account Review for BOGO Promotion

Dear Xfinity Mobile Customer Support,

I am writing to request a thorough review of my account regarding the BOGO promotion I signed up for when purchasing two iPhone 16 Pro Max devices on launch day.

Prior to completing my order, I engaged in a chat with one of your agents, who reassured me multiple times that I qualified for the BOGO promotion. The agent explained that with the Unlimited Plus plan, the promotion would apply a $20 discount per month for 12 months, bringing my monthly service bill to $60 for two lines. I had the agent confirm this information several times, and I have saved the chat history for reference.

However, my first bill reflects a charge of $80 for two lines, instead of the $60 that I was promised. I spoke with customer service over the phone today and the agent confirmed that the chat history shows I was assured the BOGO promotion. However, they were unable to apply the promotion to my account, stating that the original agent made an error and that the promotion only applies to the Unlimited plan. Had I known this when completing my order I would have selected the Unlimited plan instead of the Unlimited Plus. During the call today I was open to changing my plan from Unlimited Plus to Unlimited for $40 for 2 lines for 1-year however the agent I spoke to refused to make the switch - she thought it might impact my trade-in promotion deal.

The sole reason I switched to Xfinity Mobile was for the BOGO deal, especially as I am already paying $80 per month for Xfinity 2-gig internet. It is difficult to understand how a promotion confirmed during the order process is now being deemed inapplicable.

I would appreciate it if my account could be escalated to the customer loyalty team or another appropriate department for further review, so that the promotion I signed up for can be applied as promised. I value my experience with Xfinity and trust that this matter can be resolved promptly. 

Thank you for your attention to this issue. I look forward to hearing from you soon.

Sincerely,

Your Loyal Customer