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user_szz4s0
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Tuesday, February 3rd, 2026 2:55 AM

Question regarding "Loyalty Discount" email - amount not showing in statement or bot

I received a notification from xfinity@updates.xfinity.com and a text from 266278 stating that a "Loyalty Discount" credit will be applied to my bill for 12 months starting February 16, 2026.

However, I cannot find the specific dollar amount of this credit anywhere.

  • It is not listed in the "Account Messages" of my current PDF statement.

  • The Xfinity Assistant bot says it cannot provide info on loyalty discounts.

  • Phone support agents were unable to identify the specific credit in the system.

Could a specialist please check the "pending rate codes" or "future-dated credits" on my account to confirm the exact monthly amount of this loyalty discount?

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6 hours ago

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XfinityDemitrius

Official Employee

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2.4K Messages

17 days ago

Hey @user_szz4s0, Thank you for visiting our official Xfinity Forums Community support page. I am glad to hear that the account may be eligible for a Loyalty Discount for the Xfinity products and services. However, until the discount has been added on to the account, we are unable to provide any specific information that is being requested. We recommend reviewing the first service bill that is dated after February 16th which will indicate the discount, amount, and more. You can find out how to view your service bills by visiting our 'How to view your Xfinity bill online' support page.

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user_szz4s0

Visitor

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@XfinityDemitrius​

I appreciate the reply, but I've already received a formal email and text confirmation from Xfinity stating the discount will be applied. I need to know the amount now to decide if I should explore other plan options before my bill increases in February.

Can you please open a Private Message with me so I can provide my account details? I'd like you to check the 'Pending Rate Codes' or 'Offer Eligibility' screen, which usually lists the specific dollar value of these automated loyalty campaigns.

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17 days ago

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XfinityJamesC

Official Employee

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2.7K Messages

Thank you for clarifying, @user_szz4s0. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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17 days ago

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user_szz4s0

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3 Messages

Sent Direct Message. Thank you!

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17 days ago

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user_oc27hp

Visitor

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9 Messages

6 hours ago

Hi! I’m facing the same problem with my loyalty discount email. Did you manage to get your new first-month bill corrected? I’m currently stuck on a long call with customer service and feeling a bit frustrated. Any updates would be greatly appreciated. Thanks!

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