Unresolved escalation with xfinity mobile customer service

It’s an existing line that I have with Xfinity. But the Xfinity rep told me that I could still get one unlimited phone line if I switched from By-the-Gig to Xfinity Mobile Select because it would be cheaper for me. So I made the switch based on the information given to me by the Xfinity rep. Had I known that I wasn’t eligible, then I would never have switched to Mobile Select.

Thank you for letting me know @user_9s0olk. To qualify for the free line for a year when making a plan change it does have to be a new line, existing lines do not qualify. I do understand your frustration with this and I would be happy to look over the account if you would like. 

Yes, please. I would like to send you a Direct Message and have you look at my account please. 

Yes, please. I would like to send you a Direct Message with details and have you look at my account please. 

I would be happy to help you @user_9s0olk, 

Please send us a direct message with your full name and service address so that we can assist you further. To do so, click on the chat icon located at the top right of this forum's page. Here are the detailed steps to direct message us: 

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