Trying to get bill credit for MONTHS

Hi,

I have been an Xfinity internet customer for the last 10 years at my current address. I have had Xfinity internet and mobile for over 2 years.

In February 2023, I added my wife's phone to Xfinity Mobile, because I was told I would get a $20/month credit on my internet bill for adding a line. Since then, I have been calling every month when I get the bill, because the credit is not on there. EVERY TIME, I get bounced between Xfinity Internet and Xfinity Mobile with multiple long holds in between. After about 30-45 minutes, I finally get to talk to somebody who feels like they know what they are doing, and they check everything and assure me that the credit has been set up correctly and I should see it on the "NEXT BILL". However, the next bill shows up next month without the credit on there.

I AM SICK OF THIS CYCLE. I can't believe this is how Xfinity treats loyal customers.

HOW CAN I GET THIS ADDRESSED????

Thanks.

Rohit

Responses

XfinityEva

Official Employee

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1.6K Messages

2 years ago

@user_688e43 Thank you so much for taking the time to reach out to us on our Xfinity Community Forums and providing details of your concerns. This is not the experience we want for you. I see some tickets on your account and would like to work on this with you. Please send us a direct message.

To send a direct message:

Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

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user_688e43

Visitor

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3 Messages

2 years ago

I have done this as you advised. Let's see if this can help get the issue addressed, which 5 months of phone calls to multiple customer service agents have not been able to. I'll update this thread with the resolution, if any.

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user_688e43

Visitor

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3 Messages

2 years ago

I tried the direct messaging route as was advised by the employee, but my issue has still not been addressed. They are refusing to provide the $20/month bill credit that was promised for adding an additional mobile line and instead telling me that my plan only provides a $10/month discount (which is for setting up auto bill pay, and has nothing to do with the mobile bill credit). BAIT AND SWITCH is what comes to mind!! It has been 6 MONTHS with no resolution at this point. IS THIS HOW COMCAST TREATS LOYAL CUSTOMERS??!! NEED BETTER COMMUNICATION BETWEEN INTERNET AND MOBILE TEAMS!!

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user_go2dds

1 Message

1 year ago

Hi. I’ve been with Xfinity for years. I’m trying to get an iPad for my daughter and is asking me to check my credit. Why do they need to check my credit when I’ve been with them for years?? It’s saying I have too many devices on my account and I don’t! I only have my WiFi box.

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XfinityThomasB

Official Employee

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1.9K Messages

Hello user_go2dds

Were you attempting to make payments on iPad? I was also curious if this was with Xfinity Mobile? Thank you for reaching out.

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

1 year ago

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user_688e43

Trying to get bill credit for MONTHS

XfinityEva

user_688e43

user_688e43

user_go2dds

XfinityThomasB

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