5 Messages
Billing Credits/Gift Card/ Day 1
Trying to figure out why my bill is not showing any of the credits I was promised for switching 2 lines from T mobile to Xfinity and why no gift card was given or even mentioned. It says $500 per line switched. Also what about the free line for a year or $10 per month for a year with unlimited plus and then $30 for each additional line. Why is it showing $100 per month when it should be $40 like I was explained in the store? What is going on here, this is day 1 and there are already issues with billing. Please explain why and how this will be fixed for myself and future customers. Very aggravating to be dealing with this after just walking out of the store a few hours ago.
EG
Expert
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111.5K Messages
3 months ago
The concern is not "Community Center" help related............ Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityPeterH
Official Employee
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2K Messages
3 months ago
Thank you for reaching out and sharing your concerns. I apologize for the confusion and frustration you've experienced with your Xfinity Mobile billing. Let's address each of your points to ensure we resolve this promptly.
Credits for Switching Lines: The $500 per line credit for switching from T-Mobile to Xfinity Mobile is indeed part of our promotion. To qualify, you need to submit proof of your current carrier bill and maintain your new line in good standing for 30 days1. If you've already done this, the credits should appear on your account within 4-6 weeks.
Gift Card: The up to $500 credit is provided via a Virtual Prepaid Mastercard, which will be sent to your email address associated with your Xfinity account1. If you have met the qaulifications this can take up to 16 weeks before you see it.
Free Line for a Year: The offer for a free line for a year is available to new Xfinity Mobile customers with qualifying Xfinity Internet plans.
$10 per Month for Unlimited Plus: This promotion should apply to your account if you signed up for the Unlimited Plus plan.
Billing Amount: Your bill showing $100 instead of $40 could be due to several factors, such as additional services or fees. However, if you were quoted $40 per month for your plan, we need to ensure this is accurately reflected.
I understand how aggravating this situation is, especially on your first day with us. Rest assured, we are committed to resolving this for you and ensuring a smooth experience moving forward. PLease send us a direct message with your full name and complete address.
How to Send Us a Direct Message:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
3. Click the "New message" (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.
https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e
Thank you for your patience and for choosing Xfinity Mobile.
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Again
Expert
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31.9K Messages
6 hours ago
@user_caaqud
Make sure when you send that DM that you send it to Xfinity Support and not to @XfinityPeterH .
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