Visitor
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2 Messages
$500 Prepaid Virtual Card
I was making an adjustment to my home WiFi when the Xfinity representative started asking who my mobile carrier was and started offering me a promotion that was too good to not pass up. The offer was for me to send my current phone to Xfinity and switch over to them and I would only have to pay $10 a month. I then proceeded to ask about the balance on my old device and in his words “rest assured you will receive up to $500 in a virtual card to pay off the balance of my old phone”. I decided to accept the offer and now a month later, I call up Xfinity for them to tell me the promotion ended in September and I will not be receiving any virtual card. I was lied to by a representative of Xfinity and coaxed into switching over. This is completely unacceptable and I no longer want any kind of service with this provider. This will likely turn into a legal issue if not fixed.
XfinityAngie
Official Employee
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2.2K Messages
24 days ago
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user_f33s1
Visitor
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1 Message
24 days ago
I’ve been going through this for weeks! Sept 25th I switched. They owe me $900! Last week one agent told me told me they emailed it to me. Next day they said they would send it. I’ve spoken to 20 agents! I talk to one every single day. Now they have me waiting until the end of Dec. I’m not doing that. This company and service is the worst I’ve ever dealt with. I’d rather pay more money at a different company
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user_lpx9xw
Visitor
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1 Message
1 day ago
Hello I have also been misled and lied to about this promotion. I signed up for mobile and switched 2 lines over. One with a qualifying trade in and one with a Boyd. I was led through the wringer for months by representatives through chat, call, and now as of today in person as well. Me and my wife are both in our 70’s, disabled, and on a fixed income. We have been a customer with you guys for over 35 years and have spent over $100k over the span of those years and are considered “diamond members”. However recently we have been getting scammed left and right by this company and it is getting ridiculous! Back in September we convinced our grandson to switch from att to you guys so he can upgrade his phone and have a cheaper plan! He specifically didn’t want too because he would have to break his contract and owe money on the device. We had all seen the commercials saying “get a IPhone 17 pro on us and a $500 gift card when you switch (with qualifying trade in)”! He traded in a iPhone 16 pro in excellent condition and it met all the online requirements. But, so far has only gotten the trade in discount on the phone. We have chatted with multiple reps who at first said “ wait for the first billing cycle”. So we waited; then after that did another chat and they said “give it 48 hours we have escalated this issue internally”. Then we chatted again after hat for them to say “ I see a ticket has already been in placed in our system and you will receive it in the next 24 hours. Again, I chatted and they said a incentive/promotion representative will call you shortly. Once they called they said “oh it looks like we didn’t receive a bill from your previous carrier (which I was never told about). So, they send me an email link to submit that and so I do and then I get a auto email saying “we cannot process this bill because it is not within 30 days of activation. Which isn’t true! I activated the line on September 24 2025; perfect timing to qualify for everything and got the 16 pro sent to you guys and delivered within the 14 day timeline. The bill I sent was dating from August 15th 2025 to November 14th 2025 with September 15th 2025 to October 14th 2025 expanded to show the increased cost for the cancellation of the contract! I have not been able to resubmit this even though I got a email saying I could but the “new” link just takes me back to the original submission with no way for me to resubmit. I also called last night for them to say well “we’re sorry you were miss informed but this promotion isn’t active anymore and you now only get a trade in credit.” It should also be noted that the representative from 12/12/25 also promised a bunch of stuff that was a lie like a free case and screen protector for my phone. Along with a tablet that I was only supposed to pay $27 dollars a month for and said “well you can just get the tablet and cancel the service and you’ll still have a tablet for $27 a month” but didn’t inform me that the full balance remaining on the tablet would then be due upfront. The rep also said I can go in store to collect the case and screen protector since it’s Christmas time. So I did on 12/13/25 and both the franchise location and corporate location both said they can’t give me anything for free as well as flat out lying and saying “we’ve never had a $500 gift card promotion before”! I feel cheated and lied too! If needed I will contact the Better Business Bureau (BBB) and file a formal complaint against you guys because I am literally getting scammed by this company after being a loyal customer for over 35 years!
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