Bundle discount never added to account

I am writing to formally request a resolution regarding my Xfinity Mobile and Internet services. When I signed up for Xfinity Mobile services, I was explicitly informed by your representative that I would receive a $40 discount on my monthly internet service as part of the bundle. This discount was the primary reason I agreed to add the mobile service. However, the promised discount has not been applied to my account. Upon discovering the issue, I reached out to Xfinity support to address this matter. Unfortunately, I was informed that the return window for the phones had expired, and that I am no longer eligible to cancel the mobile service or return the devices. This decision seems unjust, as the agreement that led me to accept Xfinity Mobile services was not honored. I believe this was a deceptive tactic to get me to sign up for mobile services under false pretenses, which feels like a scam. This situation has caused me unnecessary financial and emotional stress, and I am deeply dissatisfied with Xfinity’s handling of this matter.

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XfinityKei

Official Employee

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1.7K Messages

7 months ago

@user_8cx3nt I’m sorry to hear about how this experience has made you feel. You have 14 days from when your device was shipped (or purchased in a retail store) to start a return or exchange. For accessories, you have 30 days from your purchase date to start a return or exchange.

I have a link to share that goes into our policies for returning equipment https://www.xfinity.com/support/articles/returns-and-exchanges.

I can certainly take a look at your account and promotion to help!

Can you please direct message me your first and last name along with your full service address so that I can assist
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message.

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user_8cx3nt

2 Messages

Do you understand why this entire process feels like a deceptive tactic? The promised discounts are not honored and the customer is unaware until the bill is issued 30 days later. At this point, the phone cannot be returned because the return policy has now fallen outside of the 14-day window. So in turn the customer is stuck paying for a phone and service with promotions that were not granted. The ordeal sounds like a deceptive tactic to get Xfinity mobile service customers. This policy is not fair for the consumer at all, but I will log into the portal to speak with you further.

(edited)

7 months ago

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Billing

user_8cx3nt

Bundle discount never added to account

XfinityKei

user_8cx3nt

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