Xfinity Mobile Discount and Promotion Trouble
I need some help with my bill and I keep getting several different answers from support. I'm wondering if anybody else has experienced this below and what worked for you if anything. Basically I am needing to figure out how to get my Xfinity Mobile Discount back on my account. Long story short, this is what has happened:
Nov. 2022 - Account originally had a term promotion, $30 Xfinity Mobile Discount, and $5 autopay discount with the 800Mbps base plan.
Jan.12th 2023 - I realized the term promotion had fallen off and so I downgraded my plan to 75Mbps base plan be within same monthly price point after discounts - Also have a saved order confirmation to my email confirming the price point I was expecting.
Jan.19th 2023 - noticed my online bill had not been updated, so I called into support to get confirmation I would not be charged more the following month than what my order confirmation showed to expect....which at that point, I was transferred back and forth and dropped call between xfinity internet and xfinity mobile they couldn't seem to get I was calling to talk about my Xfinity internet bill. ... I finally touched base with a rep at xfinity internet who informed me that the plan I was on was no longer eligible for the same $30 discount. HOWEVER, he said he could upgrade me to the 400Mbps price that would have a more expensive base, but he would put on an equipment promotion to lower it (which didn't quite make sense, but I've worked in call centers and figured he had a special retention offer or something). The rep said after that after I accept the new 12month term of the order, and it goes through, then my original $30 mobile discount would be added back in and that if I also change my $5 credit card auto pay to draft directly from my bank, that would be an additional $10 credit. He also said I would be getting a pro-rated credit for that week I had downgraded from 800 Mbps to 75Mbps, before the rep put me back up to the 400Mbps package. After all this was supposed to be said an done, I would be locked in for another 12 month at very close to my original monthly rate after promos...I thought that was some excellent customer service and a very smart work around to keep a long lasting customer, but I guess it was wrong.
Jan.24th 2023 - I received a new monthly bill with new charges into my email. I thought "Wonderful, this finally updated." However, my joy was short lived after opening the revised document to see my bill was even MORE EXPENSIVE than what it was when this entire cycle even started. Basically, I was upgraded to the 400 Mbps package (half as slow as original) and given a free router for 12 months. There was no xfinity mobile bundle discount, there was not additional $5 extra off for switching and adding my bank routing numbers, there was no pro-rated charges for dropping my speeds to the lowest tier for a week. With all that being said, my bill was $3 more expensive and just wasted hours of my time going in a full circle for half speed service, a router that I don't need (I have my own DOCSIS 3.1 gear) and not getting the pro-rated credit I was promised.
After I realized this, I called up customer service...again. I spoke with another gentleman that basically told me that I am on the best/cheapest package and even if I were to at this point switch down to the cheapest 75Mbps package it would only be a few dollars cheaper. He was very nice and polite and assured me there was nothing he could do to get me the original cheap plan that I have the order confirmation sent to my email about. Frankly I just gave up trying. I know it's difficult taking calls all day ( I used to work for Verizon)...but I also know there are ways to escalate billing requests to make things right for long term customers who are willing to be happy to stick with a company for years to come.
Is there anybody on the Xfinity side of things on this forum that can help look into my account to see how I can get my bill closer to my order that was placed on Jan 12th? That was sent to my gmail? I can send you a copy if needed. I don't really need any equipment (I can return what the previous rep had shipped out its not even opened or being used as typing this), I don't need unlimited (1TB is more than enough per month for my single household), and I'm fine with whatever tier package (even lowest 75Mbps) to get me closer to what my original expectation was set at. Even though it's technically owed, the 1 week service change credit for switching to the lower tier isn't even a big deal to me. I just would like to keep a similar great rate that what I had for this past year after I bundled in my Xfinity mobile last January. I really do not want to look around for any other services, Xfinity has always treated me right, I just need some help again. I'm also willing to commit to another term commitment if that helps.
Has anybody else had this types of billing issues with your mobile discount not being transferred to your new plan? If so, do you think going to an actual store would do any help? Thank you in advance to any community members that can help with advice what worked for you.