Months-long Xfinity Mobile billing issue – 3–4 support chats promised fixes but phantom line still billing and trade in credit still missing.

Hi everyone — I’m hoping someone here might have advice on how to get a billing issue with Xfinity Mobile actually resolved.

Over the last couple of months I’ve contacted Xfinity Mobile support about 3–4 times (chat and phone). Each time I’m told the issue has been fixed and that the billing will be corrected retroactively, but every new bill still shows the same problem.

At a high level, here’s what’s going on:

• My account should have 2 lines total on an Unlimited plan with a Buy-One-Get-One promotion.

• We upgraded phones and traded in our previous devices, which were supposed to generate monthly trade-in credits.

• One device shows the promo credit correctly.

• The other device never received the trade-in credit.

In addition to that, my billing statements still show a third inactive line with a device installment attached. This line appears to have been created during the upgrade process and was never something I requested or authorized. It looks like a leftover “phantom” line tied to the promotion setup.

So the bill effectively ends up including:

- pricing for 3 lines instead of 2

- a device payment tied to a line that was never authorized

- a missing trade-in credit

Because of this, the monthly bill is significantly higher than it should be.

This issue appears to have started around the October billing cycle, and the last three full billing cycles have still shown the same incorrect structure.

Each time I contact support I’m told the phantom line was removed, the trade-in credit issue was fixed, and the account will be re-rated retroactively — but the next billing cycle still shows the same charges.

At this point it feels like I’m stuck in a support loop.

Has anyone here dealt with something similar or know the best way to escalate this so the billing cycles can actually be corrected?

If someone from the Comcast/Xfinity team here is able to help, I’d be happy to provide account details through modmail so the account can be reviewed.