Mobile # disconnected and given away
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I've been a customer of xfinity mobile for approx five years. In January I was offered a free line promotion. I asked if the line I currently have could be the free line (call it Line 1). The agent said let's see. I don't remember exactly what was said next. A month later I did a restart on my phone and a 2nd phone number appeared. I called xfinity mobile and they said the 2nd number was the free line activated on an eSim (Line 2). Before that, I had no idea I had a 2nd number let alone a new account. My old account was closed,(records deleted? I have the old account number) At the end of March, Line 1 that I've had for over 20 years was disconnected. After a couple days of Agent calls and chats, Line 1 was reactivated, no explanation, all good I thought. On April 26th, Line 1 was disconnected again. This time they tell me Line 1 number was given to another customer. After 5 days of agent calls and chats, Line 1 is active again but not showing on my account as one of my lines. It actually never did. Today is 2 weeks of calls, chats, 4 xfinity store visits and one verizon store visit. Line 1 has become an orphaned ghost line, activated and working on my phone yet will be deactivated again at the end of the month. Line 1 is operating fine yet OTP verification texts from xfinity to verify my identity are not received. My bank and credit card also now have issues due to my unenrollable ghost number, that I've had for over 20 years. For the 3rd time the xfinity mobile agents are telling me the only solution is for me to contact this stranger and ask for my number back (Line 1). Really? I feel like xfinity mobile just wants me to forget about Line 1 and move on. My office phone forwards to line 1. When it was down, my callers received the recording of the Verizon customer you've called has been disconnected. I need to get my life long Line 1 number back in my name and on my account. Please help!