Visitor
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6 Messages
Accepted promo phone monthly $$, but inputted wrong by support - now charged full rate
Support sold me on a $400/device promo last November and I upgrade 2 devices for the kids as they had really old ones. Doing a chat with support just now, the support that "helped" me added both phones at the standard rate! - I was offered a $30 credit - denied that. I unfortunately havent looked at the billing until now but regardless, xfinity messed up and needs to fix it!
Its a good thing I save all conversations
Long chat but here is the main idea:
Thank you for waiting, the system is allowing me to do one line at a time, I tried to add Julias new iPhone 16 with Hannah but it only lets me do one at a time. it shows here it would be $76.76 down today this includes taxes and fees for Julia's new iPhone 16 pink 128GB and $13.75/mo ($400 credit applied for 24/mo) would you like me to text or email the consent to you?
How can this not be fixed????? XFINIITY do the right thing as your side messed up.
XfinityAbel
Official Employee
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542 Messages
2 days ago
Thanks for taking the time to reach out on our Xfinity Community Forums page, @overcharged81. I'd like to do everything I can to help with this order issue. Was the consent link sent and approved via text or email?
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overcharged81
Visitor
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6 Messages
2 days ago
Email.
Thank you for waiting, the system is allowing me to do one line at a time, I tried to add Julias new iPhone 16 with Hannah but it only lets me do one at a time. it shows here it would be $76.76 down today this includes taxes and fees for Julia's new iPhone 16 pink 128GB and $13.75/mo ($400 credit applied for 24/mo) would you like me to text or email the consent to you?
the $400 credit is split up and applied to the installments for 24month making the device $13.75/mo
emailing the consent to you, the system may not show the $16.66 credit for 24mo but you will see it on the bill. when we get to check out the system doesn't show the credits
yes the $76 goes towards the balance
yes, but the system is making me do one at a time
I emailed the order to you
sorry my message delayed
ok processing
Congratulations on completing the order! You will receive a email confirmation shortly
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user_a982d3
Visitor
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3 Messages
5 hours ago
I have a similar story that just happened not long ago. Xfinity Support sold me a new iPhone to replace my old phone. We went through the entire purchase process together, and the sale rep indicated that an credit was available. I saw a screen that showed a Promo device Credit of $200 (equaling $5.55 per monthly payment). The sales rep said that a credit of $5.55 per month would be applied to complete the sale. I have a screen capture of that screen with the costs. The sale rep did not ever, even once, mention that the Promo Device Credit was tagged to my agreeing to trade in my old phone.
I reviewed the contract sent via text and questioned why the proposed credit was not showing on the contract I was being asked to sign. The sale rep said the credit would be applied to my first full month billing statement. I asked him again to confirm that I would, without question, see the credit applied to my billing statements. He emphatically told me YES SIR - and offered to make a note in my file to assure that the credit was applied. Long story short - there never was a credit applied. I guess he might have been pulling a fast one on me. I spent a great deal of time on Xfinity Mobile chat support with Tier 2 staff and was firmly told that my phone purchase did not qualify for any type of credit to be applied.
I need to know the next steps to take in order to receive my promised credit. Any advice? Thanks -
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