Visitor
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1 Message
XFINITY Deliberately misleading people about free mobile select for a year
I have an xfinity internet plan and on the app under membership benefits it said, "Your Xfinity Internet comes with one line of Mobile Select on us for a year. Add your line"
I clicked to add the line got the phone and when the first bill came they charged $40 for the mobile select. I reached out was told they fixed the issue and given a credit and told if it happened again to reach out again each time and the agent would manually credit the account.
Well, It happened again and now they are saying my plan doesn't include the promotion so they can't apply the promotion to my account.
The app specifically said YOUR XFINITY INTERNET COMES WITH ONE LINE OF MOBILE SELECT ON US FOR A YEAR.
So to have other reps saying my plan doesn't qualify and they can't fix the issue permanently is completely disingenuous.
I never would have signed up if the app hadn't said it was free and I would have cancelled the first time this happened if the rep hadn't told me the issue was fixed.
Has this happened to anyone else?
Accepted Solution
XfinityRichard
Official Employee
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3.8K Messages
2 months ago
Good morning, @QdecreeJ , and thank you for reaching out. I sincerely apologize for the inconvenience and frustration this has caused. I can certainly understand your concern, especially if the Xfinity app indicated that your internet service included one year of Mobile Select at no additional cost and you relied on that offer when signing up. Please send us a Direct Message with your full name and service address. We'd be happy to review the promotion details, the previous credits that were applied, and any notes from prior interactions to determine what options are available to help resolve this concern. We appreciate the opportunity to look into this further and look forward to assisting you. 😊
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user_5g51t5
Visitor
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1 Message
1 month ago
I believe I may be running into a similar issue. It says I qualify for the Mobile Select plan for $0 a month for 12 months, but when I go to check out is estimates the next month’s bill to be $42.11. So is it free or not?
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mowiebo
Visitor
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3 Messages
14 hours ago
Dear Xfinity Executive Escalation Team,
I am writing to formally escalate an unresolved billing issue involving Xfinity Mobile and the failure to honor a promotional offer for 12 months of free mobile service. Despite spending hours working with customer support across multiple chat sessions and phone calls, the issue remains unresolved, and previous assurances of a permanent fix have not been honored.
Background and Promotional Offer
In September 2025, when I transferred my Xfinity Internet service to my current address, an agent verbally offered me 12 months of free Xfinity Mobile service, along with other promotional incentives, including a free Apple phone. At the time, I declined the phone offer and indicated that I might revisit it when I needed a new device.
Shortly afterward, when I visited an Xfinity store to return my old internet equipment, I asked for further clarification about the free 12-month mobile service promotion. I was informed that my existing phone would not qualify and that I would need to port a phone number or activate a new line to be eligible.
In February 2026, I accepted an official Xfinity promotion for 12 months of free mobile service by adding a new line to my existing Xfinity Internet account. I activated the line directly through the promotional link displayed within the official Xfinity app. On February 12, 2026, I received an order confirmation showing the Unlimited plan fully pay with a $0 charge, leading me to reasonably believe that the promotion had been applied correctly.
My credit card was initially charged $5.38 in March, which I assumed was tax or other expected charge. However, beginning in April, my credit card on file was repeatedly charged approximately $40 plus tax each month for the line that was supposed to receive 12 months of free service.
Repeated Attempts to Resolve the Issue and Broken Promises
I have contacted Xfinity support multiple times through chat and phone calls, spending hours trying to resolve this matter. Rather than receiving a lasting solution, I have repeatedly been given temporary credits that fail to prevent subsequent charges.
The issue was escalated to a supervisor several months ago, after which a member of the back-end team contacted me directly. During a 30-minute phone conversation, he thoroughly reviewed my account and explicitly assured me that the issue had been fixed permanently and that I would see $0 charges for this line going forward.
However, approximately one month after that conversation, my AutoPay was charged the full amount again in August, directly contradicting the assurance I had received.
When I contacted support again earlier this month, I was told that the promotional code had not been added during activation and that there was nothing further they could do.
This explanation is unacceptable. I activated the line through an official promotional link within the Xfinity app and received an order confirmation showing a $0 charge. If the promotional code was not properly attached to my account due to an activation or system-processing error, that is not a mistake I should be expected to pay for.
(edited)
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XfinityMichaelC
Administrator
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5.5K Messages
11 hours ago
Closing old post
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