Visitor
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11 Messages
Disqualified for rebate that I honored the terms of
Hello.
Had a heck of a time setting up this new promotion with you guys. Specifically inquired about my $100 rebate offering, part of why I signed up.
From the agent, about 3 months ago - “Thank you for clarifying. I can confirm the package price you have right now is $65.00 per month, which includes the $-10.00 discount for auto-pay through your bank account. It's pretty much identical to the one you had before, but with the addition of the $100.00 prepaid Visa.”
Now when I check the incentive tracker, it says the status is “disqualified - dropped value add offer”. I did not make any changes to my account since getting this promotional offer in December. However, due to Xfinity’s incompetence, I had to make three Xfinity IDs before you guys could successfully activate my services.
You also sent me two Xfinity modems, requiring me to make an extra trip to the Xfinity store and wait in line to return one of them. This was a side affect from the rep deciding the only way to fix my activation was to make a new Xfinity ID.
I’ve just about had it with Xfinity, honestly. It has been so difficult, and you’ve made me jump through so many hoops, and now you’re denying the rebate which I have honored the terms of. I maintained my account in good standing for 90 days.
Please honor my rebate, or I will be cancelling Xfinity services before the next billing cycle and switching to Verizon home internet. I will be encouraging all of my friends and family to do the same, highlighting the massive money and headache they will save if they switch from Xfinity. I will also be posting this full elaborated story with snapshots of my talks with representatives and my failed rebate on numerous social media outlets to elucidate to people why Xfinity is not a good choice for internet in 2023.
CCXavier
Official Employee
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695 Messages
2 years ago
Hello, thank you for reaching out to us. On the order confirmation sent to you in email, is the rebate listed on the confirmation order?
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heroic_stardust
Visitor
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11 Messages
2 years ago
I have long since deleted that email. The original order isn’t even the rebate I’m inquiring about anyway, because that original order got voided and then remade by two different reps because they couldn’t activate my service. I have been talking to reps for months about this. Check the direct message log between me and Xfinity Support as you guys recommend customers to do.
I have followed all of your rules and honored all terms of this agreement. I don’t appreciate being distrusted by the company that is earning my medical wages.
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heroic_stardust
Visitor
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11 Messages
2 years ago
From my messages, from Xfinity Rep with initials JC -
“No problem! I would much rather have everything sorted out today, instead of trying to figure out what happened to your prepaid Visa 90 days from now. Thanks again for taking time out of your day to reach out to me about this. Please let me know if you have any questions or need assistance with anything else. Our amazing Digital Care Team is always ready to help, 24 hours a day, 7 days a week. Stay safe and have a Happy New Year!”
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CCXavier
Official Employee
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695 Messages
2 years ago
We can look to see what is ordered and included in your agreement. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer 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
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heroic_stardust
Visitor
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11 Messages
2 years ago
Also from Xfinity JC - “Thank you for clarifying. I can confirm the package price you have right now is $65.00 per month, which includes the $-10.00 discount for auto-pay through your bank account. It's pretty much identical to the one you had before, but with the addition of the $100.00 prepaid Visa.”
I have already messaged Xfinity Support 15 minutes ago, no one replied so I posted this here.
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heroic_stardust
Visitor
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11 Messages
2 years ago
As per XfinityXavier suggestion, I have sent two additional messages to XfinitySupport through direct message with all relevant personal info and case info to resolve this. I am still awaiting a reply.
I don’t appreciate all of the time I have had to waste getting this $100 rebate. If I knew it was going to be this difficult, I would never have signed up for Xfinity.
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EG
Expert
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110.6K Messages
2 years ago
Topic moved here to the proper help section for assistance.
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heroic_stardust
Visitor
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11 Messages
2 years ago
After speaking with reps for over a week on this issue, they discovered that, when I upgraded, my autopay did not pay the bill during the month of the upgrade, resulting in a delinquent payment and disqualifying me for the rebate.
I always had autopay enabled and never did any change to disable it. My disqualification from the rebate took a lot of effort on my part to resolve. I have a friend who recently upgraded to a similar package and had a difficult time with their rebate process as well.
A rep offered to credit $100 to my bill since this was of no fault to my own. I appreciate that. However, had I not been as diligent and wasted as much time as I did, I would be out $100 that I am contractually owe due our mutually agreed terms. I always had autopay enabled yet the incompetence of Xfinity’s billing system decided that my autopay shouldn’t work during a rebate critical month. Suspicious.
My experience with this company has been dreadful. Inconveniences are as follows
1) had to go to the xfinity store and return a second model that was erroneously shipped to me to avoid a monthly charge. What was that about?
2) when signing up for this promo and then requesting activation, my account was remade three times. I had to agree to an order agreement link texted to my phone number two additional times when they tried to activate my service because of some issue. Why do I have to select from three account numbers when I log in? I only have one address and one service.
3) this rebate debacle.
4) my friend had a similar debacle with rebates and order agreements when they upgraded recently also.
5) credit score damage - my credit score received an inquiry which lowered it when I received a promotional call about xfinity mobile talked to the rep about details. I never signed up for xfinity mobile. The phone rep never told me there would be a credit check. Otherwise I would have not inquired. I filed a ticket with Xfinity about this shortly after and nothing was done.
(edited)
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