Xfinity Promo credit for new line & device

Hello,

I'm writing to you today because I'm facing a significant problem.

In May 2025, I saw a promotion in my Xfinity Android app. It promised a promo credit for the Samsung Galaxy S25 Ultra 512GB, which cost $1,419.99, with a $400 credit applied over 24 months.

This meant the monthly payment should have been:

$42.50/month. The promo pricing clearly stated it required activating a new line, transferring my number, and paying over 24 months.

I carefully reviewed these requirements, and they seemed very strict and straightforward, with no hidden clauses.

Consequently, I activated a new line with Xfinity, transferred my number from Verizon, and confirmed the order for the new device through Xfinity.

However, after three billing periods, I discovered that I'm being charged as if there's no promotion at all, with a monthly payment of $59.16 for the new device.

I checked the screenshots I took when I confirmed the order, and they show conflicting information:

Screenshot #1:

"$42.50/mo Promo pricing requires activation of a new line, number transfer, and paying over 24 months."

Screenshot #2:

"$42.50 Pay monthly and save $400 - Get promo pricing via monthly bill credits over 24 months. Number transfer not required."

(This monthly payment estimate reflects 0% APR when paying over 24 months and may require a down payment.)

Screenshot #3: How this works

 * Buy this device today and get your first monthly credit.

 * If adding a new line, you must transfer your number and activate your device within 30 days of purchase date.

 * Enjoy lower monthly payments as long as your account remains in good standing. If adding a new line, device credits continue as long as you transfer your number and complete activation.

I followed all the requested steps, as confirmed by my actions.

I simply cannot understand where my promo credit is. The customer support service has been absolutely incompetent and unable to explain this to me.

I am incredibly frustrated and confused.

Could someone please advise me on what steps to take? I'm currently on the verge of canceling my Xfinity Home Internet and Xfinity Mobile services, and returning this phone to Xfinity.

Thank you in advance for your assistance.

Best regards,

Iurii