Urgent Complaint – Misrepresentation of Xfinity Mobile Promotion Terms

I need to formally escalate a serious customer service issue involving an Xfinity Mobile representative named Sunshrine during a phone call on August 13, 2026.

We originally contacted Xfinity because of an issue with the billing and activation of my existing mobile number being transferred to Xfinity. The phone upgrade promotion was not something we called about or requested. Sunshrine proactively introduced the promotion while she was helping us resolve the original billing issue.

After explaining the promotion, Sunshrine repeatedly assured us that there would be no additional charges beyond the amounts she described. When a new-line requirement was later introduced, my son and I repeatedly questioned her about it and specifically asked whether cancelling the new lines after approximately one week would result in any fees or cause us to lose the phone promotion.

She repeatedly assured us that there would be no additional charges or penalties and that the new lines could be cancelled after approximately one week without any financial consequences.

We relied on those repeated assurances and proceeded with three phone upgrades.

However, when we contacted Xfinity again on August 14 to verify the arrangement, another representative reviewed the situation and told us that the information we had received regarding cancelling the new lines was not correct.

We do not need three additional phone lines, and we would not have proceeded with these three upgrades if the actual terms had been explained to us accurately.

The three phones are currently being shipped, so we are concerned about unnecessary returns, cancellations, and charges.

We are requesting that Xfinity Support review the August 13 call recording and the related orders, and, if possible, help intercept the three shipments before they arrive.

This is an account-specific matter, so I will provide my full name, service address, and order information through Direct Message.

Xfinity Support, please let me know how I can send you the details privately. Thank you.