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RafaelCM
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Monday, September 8th, 2025 7:39 PM

Billing Error: Device and Military Discounts Not Applied as Promised

Dear Xfinity Customer Support,

I purchased two Apple iPhone 16 Pro Max 256 GB devices at the Xfinity Store located at 1160 Temple Ave, Colonial Heights, VA 23834. At the time of purchase, the sales representative informed me that I would receive a $16.66 monthly discount on each device.

However, after reviewing my billing statement, I noticed that the discount is being applied to only one of the devices instead of both. Since my payment plan is for 24 months, this discrepancy will result in a significant overcharge.

In addition, as an active-duty military member, I was informed that I would receive a $40 discount on the lines for two years. Unfortunately, the Xfinity app currently shows that this benefit is being applied for only one year instead of the two years I was promised.

I kindly request that you review my account, apply the promotional discounts as originally promised (both device discounts and the two-year military line benefit), and correct the billing moving forward. Please also adjust the past billing to reflect the correct discounts.

Thank you for your prompt attention to this matter. I look forward to your resolution.

Sincerely,

<Edited: "Personal Information">

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7 hours ago

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XfinityMatthew

Official Employee

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1.3K Messages

4 months ago

Hello RafaelCM , Thanks for posting here on Forums. We can certainly check into the mobile billing for you on the 2nd device payment plan and the $40/mo off for two years. For the 2nd one it sounds like you received our free line for a year option which any new mobile customer can get this month. The 2-year military deal requires you to redeem it at Xfinity.com/military after filling out the necessary documents then we add the promo. Did you fill out the info on that site?

 

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RafaelCM

Visitor

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2 Messages

About the procedures at Xfinity/com/military , yes, I did. 

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4 months ago

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XfinityMatthew

Official Employee

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1.3K Messages

@RafaelCM Thanks for confirming that for us. We will want to take a look at the mobile account and any orders to see what is showing on our end. Please send us a direct message with your full name and  service address and we can get started.

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging 
Click the "New message" (pencil and paper) icon 
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there 
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list 
- An "Xfinity Support" graphic replaces the "To:" line 
Type your message in the text area near the bottom of the window 
Press Enter to send it. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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4 months ago

user_t2wdbx

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3 Messages

was this resolved? i am having the same issue, i have xfinity internet and mobile the discount was applied to internet but not to mobile and it has been 5 months.  

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18 days ago

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XfinityThomasC

Official Employee

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3.1K Messages

Hello, @user_t2wdbx just to confirm, did you redeem it at Xfinity.com/military after filling out the necessary documents? If this was done, and you still have not received the promo, please send our team a direct message with your full name and full address? To send a direct message:

  1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
  2. Click the "New message" (pencil and paper) icon
  3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
  4. Type your message in the text area near the bottom of the window
  5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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18 days ago

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user_o8rxfl

Visitor

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1 Message

15 hours ago

I’m also having the same issue with my one line I am enrolled in the military benefits through Xfinity, but they’ve also only gave me the one year. I’ve been fighting to try to get the two years applied since my husband is the military member and I’m the spouse

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user_t2wdbx

Visitor

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3 Messages

15 hours ago

i was told i would get a $200 rebate for each line i opend with them. never got it. i think they lie. 

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