Visitor
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1 Message
Blocked iPad promo due to Xfinity error
I am looking for an Official Employee to help escalate a time-sensitive issue. On August 24th and 25th, I tried to purchase an iPad under the $250 off promotion. An internal Xfinity billing error placed a false charge on my account, which completely blocked the transaction from processing.
I was promised a phone callback today to resolve the false charge and complete my order, but no one called me. Now, front-line phone agents say they cannot access the promotional code anymore. Because Xfinity's system error directly prevented me from checking out during the promotional window, I am requesting that an escalation manager review my account logs from those dates and manually honor the promotion. Thank you.
XfinityJeffB
Official Employee
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581 Messages
1 hour ago
Hello user_wwac2v, thank you for reaching out. I will be happy to assist you and discuss your options. Due to your time concerns, I will try to move a little faster on this. We will need some account information best kept private.
Please send us a direct message with your full name and complete service address to "Xfinity Support". To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
How to Send Us a Direct Message:
To send us a direct message:
1. Click "Sign In" (If necessary)
2. Click the "Direct Messaging" Icon.
3. Click the "Start New Conversation" (pencil and paper) icon.
4. In the “To:” line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
For an example of how to send us a Direct Message, check out this link.
How to: Direct messaging within the forum | Xfinity Community Forum
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