Visitor
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1 Message
Xfinity failed to apply the loyalty discount that an agent had previously confirmed!
I chatted with an Xfinity agent on 12/1/2025 regarding a loyalty discount. The agent checked with the promotions team and confirmed that the discounted price would be reflected within 24 hours. Since I wasn’t able to verify the updated bill immediately, I asked what would happen if the discount did not appear. The agent assured me it would be processed and provided a confirmation number. However, after two days with no update to my bill, I contacted customer support again on 12/3/2025. During this second chat, the agent repeatedly stated that although the request had been submitted, the promotion was “no longer available” and that nothing could be done. Had I known this would happen, I would have switched to another provider that was offering a promotional deal at the time. I am very disappointed with Xfinity’s response. Has anyone else experienced something similar?
XfinityJamesC
Official Employee
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2.6K Messages
2 hours ago
Greetings, @user_0e5zor! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum about the loyalty discount you were promised. You have definitely come to the right place for assistance.
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.
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