NightSpeed's profile

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2 Messages

Wednesday, July 9th, 2025 12:03 PM

Promotion Disaster

I purchased an Apple Watch back in December as part of a promotion that offered $300 off. I did upgrade to a larger model, so I paid a small additional amount. However, when I received the watch, the phone line didn’t work properly. Xfinity had to remove the device from my account and re-add it, which caused the promotion to be dropped from my plan.

 

Once I noticed this issue in a few months, I contacted support, and they gave me a $45 credit. But since then, that credit keeps getting reversed and added back to my bill. On top of that, I’ve been told I now have to call in every month to get a $13 charge removed because the promotion can’t be re-applied to my account.

 

This has been going on for three months, and I need a permanent resolution. I should not be charged for a promotion I qualified for, and I shouldn’t have to call every month to fix a billing mistake caused by Xfinity.

Official Employee

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2.1K Messages

6 hours ago

 

NightSpeed I would for sure be reaching out if I were in your shoes too! Thanks for bringing this to our attention. Our team will help get a ticket for further investigation for you. Please send us your full name and complete address via our DM. 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e

 

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