Visitor
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1 Message
$400 Device Credit Not Applied – Xfinity Mobile Promotion (April 2025)
I switched to Xfinity Mobile in April 2025 under a promotion that included 1 year of free unlimited line and a $400 device credit on an iPhone 16 Pro. This offer was verified in-store before activation, and I purchased the phone based on that confirmation.
I paid full device taxes, activation fees, and two months device installments, and was told the credit would apply from the next bill. However, I’ve been charged the full device and line costs, with no credits applied. Multiple ECM tickets were created over several months, but I recently received a message stating the ticket was closed without approval. I’ve contacted customer care via chat and phone and also visited the store again, but there has been no resolution.
I’m running out of options and am reaching out here hoping for escalation and resolution of this issue.
XfinityRay
Official Employee
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3.6K Messages
16 days ago
HI there, @user_7x85zv! You are at the right place for further assistance with the Xfinity Mobile bill. We can get our Xfinity Mobile Executive team involved to investigate this and help. They are able to get things turned around when other avenues have not worked. You are in good hands! 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:
• 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
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