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user_w6omew
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9 Messages

Saturday, January 13th, 2024 2:53 PM

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Billing problem, not receiving offered promotion

I'm looking for assistance resolving a billing problem.  I was provided info in Nov 2023 that convinced me to transfer my mobile service to xfinity. The promotion I was offered has still not been applied to my bill and I have been told numerous stories as to why I have not received it. 

1. I see it hasn't been applied, let me put in the order for you. 

2. I don't see any record of your previous phone call and the order has not been put in, but there's an error when I try to put in the order for you. 

3. You're not eligible for that promotion because you also received new phones.

4. You are eligible for the promotion, and I put in the order for you. You should see it on your next bill. 

5. I'm sorry for the misunderstanding. You're not eligible for that promotion because you're receiving a discounted internet service. Let me read to you what I found that says you're not eligible. No I can't send that document to you because it's not a publicly available document.

I have asked all of these representatives to provide me info in writing. None of them have been able to do so. The manager I spoke to most recently was named Janella. She was unable to provide me her last name.  She told me the only other thing I can do is reach out to corporate.

This is unacceptable service. I was lied to.  Additionally, info that would help me make an informed decision is not publicly available.  I will keep pushing until this has been properly resolved. 

Question

 • 

Updated 

5 months ago

459

14

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XfinityThomasD

Official Employee

 • 

966 Messages

10 months ago

@user_w6omew Thanks for posting on our Community Forums. I am terribly sorry to hear the mixed information you're receiving. Is this a discount related to your residential services (internet or TV) or on the Xfinity Mobile bill? I ask since our team here has very limited access with Xfinity Mobile accounts and want to help get you in touch with the correct team.

4

0

jandjg

2 Messages

Exact same issue - signed up for the BOGO lines to add phone lines for my kids.  Already had 2 lines on Xfinity Mobile.  3rd billing cycle it has not been applied.  I had read all the fine print, even read my contracts.  Nothing says that if you have a promo on your internet account you are not eligible for the mobile discount.  In fact the contract even states that the internet and mobile are two separate accounts and should be treated as such therefore a promo on one should not preclude a promo on the other.  The customer service agents are nasty too when I call in - they tell me it has been escalated to corporate and they dont know when I will hear anything and there is nothing they can do for me.  

I am currently searching for new internet and phone service providers because this is unacceptable.  Over the last 3 months I have spent over 10 hours on the phone with customer service.  

9 months ago

0

user_t2nt45

2 Messages

@XfinityThomasD​ 

it was buy 1 line get 1 line free on my mobile bill for 12 months.  I was also told I’d receive a $10 discount on my internet bill.

7 months ago

0

user_5d9db4

Visitor

 • 

9 Messages

Please help with xfinity mobile billing reoccurring issue. I traded in an 11 for 700 credit and my bill is not showing the credit again ! I’m paying full price despite the promised trade in credit. 

7 months ago

0

user_w6omew

9 Messages

10 months ago

I initially called xfinity residential to cancel my cable. That agent convinced me to transfer my mobile phones due to current promotions. Since then, I've been transferred to xfinity mobile (or called them myself) and this is where all of the disagreement has come. 

2

XfinityThomasD

Official Employee

 • 

966 Messages

Just for clarity, is there a missing discount on the Xfinity Mobile bill, or the Xfinity residential bill for internet?

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

10 months ago

0

user_w6omew

9 Messages

10 months ago

Mobile

I initially posted this in the mobile / plans forum, but then decided customer service / billing was more appropriate as my dissatisfaction is with the customer service for the billing issues that I've been receiving.  I have since decided to cross-post this issue so it is now in both forums.

Someone ought to be able to resolve this issue. I can't believe that all of xfinitity customer service is unable to implement a promotion that was offered to me in Nov 2023.

5

XfinityThomasD

Official Employee

 • 

966 Messages

Thank you for the clarification. I apologize again that since our team doesn't have access to Xfinity Mobile accounts, we would not be able to directly assist with this issue. However, what we can do is escalate the issue to our Xfinity Mobile partners and have them contact you to work toward a clear resolution. If that would work for you, would you please send our team a direct message with your full name and full address?

 

To send a Direct Message:

 

Ensure you are logged in

  • 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

10 months ago

0

user_w6omew

9 Messages

Thank you.  I tried that just now.  I will contact some other numbers and perhaps the BBB as well.

10 months ago

user_2f6izs

1 Message

Same issue . It is a shady and  misleading practices .

(edited)

8 months ago

0

XfinityKei

Official Employee

 • 

1.1K Messages

Hello @user_2f6izs I’m sorry to hear we have made you feel this way. Can you provide more details on what's happening with your bill so we can assist. 

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

8 months ago

0

user_oll6sm

3 Messages

8 months ago

Exact same issue, starting to realize this is an intentional practice/scam!

2

user_42gdh4

1 Message

8 months ago

Hello I had the same problem, June 2023 I changed company I went from veraizon to xfinity I get a offer if I changed companies  will get a free samsung A15 is not true found their been charged me monthly the phone. And not one help me I was thinking to post it social media that way people be aware of this lies and check their bills for sure is more people with this type of problem. 

3

0

XfinityRaul

Official Employee

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1.6K Messages

Hello, @user_42gdh4. I sincerely apologize for the negative experience you've had with this Samsung A15 promotion. I'd be more than happy to make sure our Xfinity Mobile partners are aware of this issue so that you can get this assistance you've been looking for.

 

In order to get started, can you please send me a private message to Xfinity Support by clicking the chat icon in the top right?

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

8 months ago

0

user_kuaw3g

1 Message

I got a promotion for my 4 lines and I accepted the offer. However, I got my first month bill and the amount is more than double that I signed for. I called to the customer service, and I told them that I have written the offer that was sent to me by email. They said that offer is not available and that they are not able to see the email that they sent me with the offer. I changed my 4 lines from another supplier due to this offer. 

8 months ago

0

XfinityAirelle

Official Employee

 • 

2.1K Messages

 

user_kuaw3g 

Hi there! Our awesome digital care team would be happy to assist you. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

 

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

8 months ago

0

user_t2nt45

2 Messages

7 months ago

I am currently having issues with the promotion.  I did receive the discount for three months but the promotion was for 12 months.  It was get 2 lines & only pay for 1 line for 12 months.  I signed up in November 2023 as well.  I was also told I would receive a discount on my internet bill.  I tried to contact customer service but it is impossible.  I went into an Xfinity store for help & they have serious issues with customer service for mobile as well.  I didn’t realize they were a separate entity from my cable & internet Xfinity.  So frustrating.  I’m seriously considering switching back!

1

0

XfinityEricB

Official Employee

 • 

1.7K Messages

 

user_t2nt45 I appologize you are having trouble with the discount you get for mobile. Have you not been able to reach our mobile support by any of these methods: 

SMS Text Message: 1 (888) 936-4968

Phone: 1 (888) 936-4968

Chat: xfinity.com/xfinityassistant/?channel=xMobile?

 

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

7 months ago

0

scarlossua

1 Message

7 months ago

Hello,

I too am in a similar situation. I am a home internet customer for many years. I recently transfered 2 mobile lines to Xfinity. I was told I would see a discount on my Internet price of up to $30 off. I'm going on 4 months and I have yet to see the discount applied. Please help me too! 

Saul.

1

0

XfinityAirelle

Official Employee

 • 

2.1K Messages

 

scarlossua 

Hi there! Our awesome digital care team would be happy to assist you. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

 

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

7 months ago

0

user_5d9db4

Visitor

 • 

9 Messages

7 months ago

Please help. I have a recurring issue with a promo offered for a new 15 and a 700 credit. I’ve been struggling to keep the promo applied to my account. My account doesn’t reflect the promo and I’m paying full price despite my 11 trade in 

1

0

XfinityBrianH

Official Employee

 • 

941 Messages

user_5d9db4 Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 
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

7 months ago

0

user_5d9db4

Visitor

 • 

9 Messages

7 months ago

Please help again ! I traded in my 11  for the 15 promo when the 15 came out on opening day and was to get a $ 700 account credit. I, showing I owe full price despite multiple calls and horrible issues with incorrect promo application. I had help thru the forum but my bill is back to owing full price. 

0

0

user_g98p59

1 Message

6 months ago

Hi, I am also in the same boat, on hold with these [Edited: "Language"] 😭💀

(edited)

1

0

XfinityAdrienne

Official Employee

 • 

910 Messages

Good Morning, user_g98p59! Thank you so much for reaching out to us here on Xfinity Forums. I am sorry to hear about the experience with your billing concerns. Please let us know if you have any further concerns after speaking with our team as they are the experts with the billing details for Xfinity Mobile. 

 

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

6 months ago

0

Manso

Visitor

 • 

3 Messages

6 months ago

Are any of these problems getting resolved? I was also offered a deal if I signed up for mobile but not only did the deal not show up on my bill, my bill increased significantly! How is customer service this bad? This looks like a corporate decision to bait and switch.

0

0

user_kifbtc

2 Messages

5 months ago

Wowwww so I’m not the only one!!! Exact same story. They convinced me to switch because I could get $500 for a trade in. Signed up just over a year ago. I’ve called at least 6-7 times and been told the same excuses verbatim. Clearly scripted and it doesn’t help that nobody has English as their first language. I started documenting all contact because it’s getting ridiculous. I’m ready to seek legal council at this point. 

1

0

XfinityDilary

Official Employee

 • 

1.8K Messages

 

user_kifbtc I'm sorry to hear you are experiencing a similar billing issue. We'd like to help get to the bottom of this. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

5 months ago

0

user_kifbtc

2 Messages

5 months ago

Wow exact same experience. I was convinced to switch almost a year ago and never received the promotional credits promised. I’ve called 6-7 times at this point and I hear the exact same excuses. I’m always promised it is being resolved and I’ll see the credits on my next bill. I was hesitant to switch my cell provider because I am a longtime internet customer and the customer service is a disgrace. The promotion made it seem worth it. Big mistake. Has anyone tried taking legal action? 

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