Promotions not being paid after promise

I am a Xfinity customer with 4 lines with Xfinity. My last line I got is on Oct 2nd 2025. I have been promised with promotion that IPhone17 pro is on Xfinity along with $400 gift card if I move a line from any other service provider to XFinity. I did move one of my line from TMobile to XFinity. While placing order customer representative recorded the conversation of offer and promised me that within 3-4 billing cycles I will get device payment credited on my account and also I will get $400 Gift Card. It’s been 5 billing cycles, I did not receive anything from Xfinity and still getting charged monthly for Device payment. Today when I called customer service, they told me there is no such promotion on my account. They cannot find the recording of call where sales executive gave this promotion to me. I have to keep paying for this device.

This is completely unacceptable as a customer. It’s a cheating what XFinity is doing. Not sure where to complain about same. Can not trust this company anymore.

Responses

Oldest First

Selected Oldest First

XfinitySean

Official Employee

•

603 Messages

16 days ago

Thanks for taking the time to post on the community forums, user_rq4nsx! I can completely understand feeling shortchanged after not receiving what you were promised. Our team would be more than happy to take a closer look, and possibly have this brought up to the Xfinity Mobile executive team to see what can be done! Please send us a direct message with your full name, name on the account (if different), and service address, and we'll get the ball rolling!

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

1

0

U

user_rq4nsx

Visitor

•

3 Messages

I have shared my Name and service address on direct message. Please let me know what is the ETA for the resolution. Also this will make us as a customer to decide whether to trust any of XFinity sales representatives going forward.

Like

Reply

16 days ago

0

U

user_rq4nsx

Visitor

•

3 Messages

9 days ago

No response from XFinity yet

1

0

XfinityAlyssaA

Official Employee

•

2.5K Messages

Thank you, @user_rq4nsx, for reaching back out to us on the Community Forums. I see that we followed up with you via Direct Message about a week ago but didn’t receive a response at that time. We’d be happy to pick up where we left off and continue assisting with your mobile account and gift card concerns.

When you have a moment, please rejoin us in Direct Message, and we’ll be glad to help get things moving forward.

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

Click the "Direct Message chat" icon
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

Like

Reply

9 days ago

0

Billing

user_rq4nsx

Promotions not being paid after promise

XfinitySean

user_rq4nsx

user_rq4nsx

XfinityAlyssaA

New to the Community?