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Saturday, December 28th, 2024 9:49 PM

Formal Complaint – Billing Issues, Failure to Honor $500 Gift Card Promotion, and Misleading Advertising

I am reaching out as a brand-new Xfinity customer to express my deep frustration and disappointment with how my account has been handled. Since signing up for service in September 2024, I have encountered misleading advertising, inconsistent information, and a lack of resolution—all of which have created unnecessary financial and emotional strain.

Timeline of Events

  1. Sign-Up and Promotional Offer (September 2024):
    I signed up for Xfinity service based on a flyer that advertised a $49.99 monthly rate and a $500 gift card promotion with a delivery timeline of 6–9 weeks. This promotion was one of the main reasons I decided to switch to Xfinity, as it appeared to offer a better deal than the $100 per month I was paying with AT&T.

  2. Initial Contact with Customer Service and Loyalty Department:
    After signing up, I contacted customer service to confirm the promotional details and was reassured that I qualified.

    During a follow-up call with the loyalty department, I spent over two hours reviewing my account and was informed that a glitch in the chatbot system during signup had caused some confusion. However, the loyalty team assured me that because I had signed up for a business account, the timeline for receiving the gift card was extended to 12–16 weeks. They confirmed that I was eligible for the $500 gift card and documented this in my account.

  3. Failure to Deliver the Gift Card and Corporate Escalation Response:
    After waiting the full 16 weeks, I still had not received the gift card. I contacted corporate escalation via email, only to be told:

    • I would not be receiving the gift card due to undisclosed fine print.
    • I was “welcome to switch back” to another provider if I was unhappy with this decision.

As a brand-new customer, this response was shocking. Not only does it contradict the promotional flyer and the assurances provided by your loyalty team, but it also feels dismissive and unprofessional.

  1. Billing Discrepancies:
    In addition to the issue with the gift card, my bills have consistently been over $100 per month, despite the advertised $49.99 rate. This pricing is identical to what I was paying with AT&T, and if I had known this beforehand, I would never have switched—especially after paying $200 for installation.

Financial and Emotional Impact

This entire experience has been incredibly frustrating. As a new customer, I trusted Xfinity to honor its promotional commitments and provide clear, transparent communication. Instead, I’ve encountered misleading advertising, inconsistent information, and financial strain during a time of year when every dollar counts.

What I Expect

To resolve this matter, I request the following:

  1. Honor the $500 Gift Card Promotion: Deliver the gift card as promised, as noted in my account and clarified by the loyalty department.
  2. Correct My Monthly Rate: Adjust my bills to reflect the advertised $49.99 rate, retroactive to my first bill.
  3. Reimburse Installation Costs (if unresolved): If Xfinity cannot honor its commitments, refund the $200 installation fee I paid and cover any additional costs I will incur to switch providers.

Next Steps

As a brand-new customer, I had high expectations for Xfinity, and I hope that you will resolve this matter promptly and fairly. If this issue is not addressed within 7 business days, I will have no choice but to escalate the matter further. This includes filing complaints with consumer protection agencies such as the Better Business Bureau (BBB), Federal Trade Commission (FTC), and Federal Communications Commission (FCC). I also plan to share my experience publicly through online reviews and social media to ensure that others are aware of how Xfinity handles its commitments.

I sincerely hope that your team will take this opportunity to resolve the issue in good faith

Sincerely,
Kim [Edited: Personal Information]

Official Employee

 • 

3.1K Messages

3 months ago

@user_osgxf5 Hello and thank you for taking the time to reach out to us here on our Xfinity Forums. I cannot thank you enough for the details you provided and this is never the experience we want for our valued customers! I'm happy to see how we can help you with the concern regarding the Visa Gift card as well as help to get the billing to what you were expecting. Please send us a DM to Xfinity Support with your full name and address to get started.

To send a direct message:
Click "Sign In" if necessary
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As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
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Type your message in the text area near the bottom of the window   
Press Enter to send it

5 Messages

2 days ago

We are also dealing with issues with Xfinity false advertising promotions and not honoring them. Did you end up getting your issues resolved? I’m absolutely disgusted that I’ve spent 8 months trying to resolve an issue where we’ve been paying $50 more a month than what was agreed upon. They’re liars and hold no accountability. 

1 Message

I too was scammed by the 500 visa gift card promise.  Not only did it not get resolved but they do not have any intention of resolving it.  I was told this isn't an offer they even have.  I fell like the old bait and switch was definitely used on me and I am hoping to find a new internet, cable tv, and phone carrier as soon as possible.  This is a major company and I'm completely disgusted by their blatant misrepresentation 

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