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user_v9xz2t
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Thursday, January 15th, 2026 6:06 PM

Not receiving promised promotional rate

I am having trouble receiving the promotional rate I was promised.

I spoke with customer service on September 9, 2025, and they enrolled me in the xfinity mobile promotion of $20 total for our two lines of unlimited, for one full year, with confirmation [Edited: "Personal Information"]. However, I kept getting billed at the original, higher rate.

I spoke with customer service agent named Vishal on November 28, and he confirmed I should be getting an xfinity mobile rate of $20 total for two unlimited lines for one year. He processed a one-time refund of $40 for November, but I continue to be overcharged by $40 each month, and no corrections were made going back. I can’t keep making this request every month. Can you help, or somehow compensate me one time for the $480 total savings I should accrue over the year? Thanks!

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XfinityAngie

Official Employee

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2.3K Messages

10 hours ago

 

user_v9xz2t, Thank you for reaching out to Xfinity Support. I would be happy to look over your account and see what we can do. 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are 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_4sl8hw

Visitor

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1 Message

Don't even get me started. I received a notice about adding a 2nd line "on them" for 12 months i called to be certain this was true  3 times  before I committed.  Low and behold, I was charged. I called when I got my bill. They said this and that.  I have trouble understanding what they are saying most of the time. Was told it would be fixed but I had to change my number

 I agreed to change it

 Next month I now show 3 lines of service. Full amount being charged. next month only two but still being charged for both in addition to monthly payments for a new device

 One which I was assured came free as a promotion when you add a line. 

I call again. This must be the 6th time. Was told that by canceling my added line so quickly I negated the promotion. I never canceled a line. I changed my number at my agents suggestion in order to resolve my problem with the promotion. Frustrating. Spoke with agents many more times with no help. Gave up for a while. Then my newly purchased Moto g 2025 died. Never to be charged again. Called xfinity. Was sent a shipping label to return the phone to be inspected and was shipped a refurbished replacement even though it was under the 1 year warranty

 That lasted less than 2 months. I have been trying to get all these issues resolved since 12/29

 Still have no phone

 Still being charged monthly. At one point I spent 3 solid hours on the phone with a supervisor. Still unresolved

 I have been "ASSURED" so many times

 And promised, and ensured, and reassured, and every phony word for them getting it done. I think they expect the customer to finally give up and just pay it. I'm not done.  It's not even about the money anymore

 They need to be exposed for the scams they are running. For the bold face lies they are telling. It's shameful.

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3 hours ago

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XfinityJohnG

Official Employee

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2.4K Messages

Thank you for reaching out here. I am sorry to hear of that experience, and I will be happy to look into any billing issue from here for you. Can you send me a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   Click the "Direct Message" 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.
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2 hours ago

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