Visitor
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2 Messages
Phone Upgrade Discount Changed After Contract was Approved and Now Not Being Honored
Upgraded one of my cell phone lines on my Xfinity account. There was a $300 discount for upgrading the phone (without a trade-in) that would be spread across the 36 months contract. I approved the contract and have copies of the transcript discussion with the representative confirming the discounted cost and the explanation on what they saw in the system on their said and that it would all be updated at the end. Yet a different representative has stated that there was no discount available at the time I upgraded. The same discount that is currently still available on my account for my other cell phone line which has a newer phone on it than the one I upgraded. Either the discount was removed after I approved the contract or it fell off in the system somehow. Regardless of the reason why wasn't properly applied it needs to be rectified as I have proof of the chat discussions with both representatives.
XfinityJustinC
Official Employee
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2.7K Messages
1 hour ago
@user_qldjdo thank you for reaching out over Xfinity Forums. I completely understand wanting to have the missing $300 Xfinity Mobile device discount over 36 months applied to the account. I appreciate the detailed information you've provided so far, and would like to investigate further. I did have some questions that will be helpful when you have time to answer:
- What type of device were you purchasing?
- Was the device for a new line, or taking over for an existing line?
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