NightSpeed's profile

New Poster

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3 Messages

Wednesday, July 9th, 2025

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.

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Official Employee

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2.1K Messages

21 days 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

 

New Poster

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3 Messages

I followed the instructions but got no response.

Official Employee

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3.5K Messages

NightSpeed Thank you for taking the time to reach back out. It looks like we had requested your best phone number and email in our DM with you last week. Our team would love to continue assisting you with finding a lasting resolution to the Apple Watch concern. Please send us a DM to Xfinity Support with your full name, address, phone number and email so we can continue assisting you there. 
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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