Visitor
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2 Messages
Promotions not being paid after promise
I am a Xfinity customer with 4 lines with Xfinity. My last line I got is on Oct 2nd 2025. I have been promised with promotion that IPhone17 pro is on Xfinity along with $400 gift card if I move a line from any other service provider to XFinity. I did move one of my line from TMobile to XFinity. While placing order customer representative recorded the conversation of offer and promised me that within 3-4 billing cycles I will get device payment credited on my account and also I will get $400 Gift Card. It’s been 5 billing cycles, I did not receive anything from Xfinity and still getting charged monthly for Device payment. Today when I called customer service, they told me there is no such promotion on my account. They cannot find the recording of call where sales executive gave this promotion to me. I have to keep paying for this device.
This is completely unacceptable as a customer. It’s a cheating what XFinity is doing. Not sure where to complain about same. Can not trust this company anymore.
XfinitySean
Official Employee
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568 Messages
14 hours ago
Thanks for taking the time to post on the community forums, user_rq4nsx! I can completely understand feeling shortchanged after not receiving what you were promised. Our team would be more than happy to take a closer look, and possibly have this brought up to the Xfinity Mobile executive team to see what can be done! Please send us a direct message with your full name, name on the account (if different), and service address, and we'll get the ball rolling!
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
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