1 Message
Did not receive the offer promised for 4 months.
Hi, I want to file a complaint for a service I did not receive after 4 months. I have called for over 7 hours and the problem is not resolved.
I have been a silver customer and have been using xfinity for over 3 years. In July I decided to join xfinity mobile because I saw the $30 discount offer on the internet bill. When I started the mobile service the agent promised me that the discount will be added to my internet bill. The Xfinity Mobile service I purchased are 2 lines with numbers ending 3914 and 5120 and date was 7.3.
In August and September, I did not see the discount on my bill so I called/chatted 3 times to ask about the discount. Every time the agent promised me that the discount will be added to my next bill. Some reasons provided to me are:
- The discount will be added to my next full month bill
- The discount will not be added until 47 days after the service started
- XM code is not added
But they all promised me that I will be getting the discount in my next bill.
In October I saw that the discount is still not applied to my bill cycle 10.13-11.13, so I made another call. This time the call took 3 hours. After 2 transfers(internet -> mobile -> internet), finally one agent named Alex told me that during my purchase of mobile service, my internet bill is not “repackaged” so that the discount is not added. So he will repackage it for me, but my two lines will be deactivated and reactivated. After which the discount will be provided. The offer he promised are:
- $120 will be gifted to my credit card, because 4 months’ discount is not applied.
- The $30 discount will appear in my bill.
- All serviced that are currently on(2 mobile and internet) will not be affected.
But, up to today, the discount is not on my bill.
And, during the call, an order was placed under my account to purchase a new phone and a new mobile plan.
I have no idea how the above thing happened since I provided no intention of purchasing anything new.
I have requested a return for the phone and a refund on the down payment with $70.44.
But my mobile bill has already been corrupted by the new line and the next cycle payment.
I do not know what it takes to receive the service and offer I deserve. I do not understand why Xfinity cannot solve a mistake it makes and keep charging me for the money and item i did not ask for. So please enlighten me.
XfinityMichaelC
Administrator
•
4.4K Messages
2 years ago
Hello, @user_yd4xit! Thanks for reaching out to us on the forums! I apologize to hear of the issues you are running into when it comes to the Xfinity Mobile discount not applying. It sounds like the agent you spoke with was trying to get you repacked in order for the discount to be applied. The only issue with that is, it won't apply unless you are getting a new line added. This is why you were getting a new phone and line. I apologize this wasn't explained fully and for any confusion this may have caused. We would like to see if there is anything we can do to try to correct the issue. Can you please click the Direct Message icon at the top right of the page, click on the pen and pad icon, enter Xfinity Support in the "To" section of the chat, and provide us with your first/last name and full address so we may further assist you?
2
0