Diamond tier Membership program

@user_7jj3p7 Good morning! We appreciate the feedback, and reaching out to our Xfinity Forums Team. We just relaunched our new Xfinity Rewards Program, to the Xfinity Membership. The feedback is important for us to make corrections quickly, and work to see how we can have a better customer experience. That said, I'd be happy to look into your account, and see what 5 year options we have available in your area. To begin, please send a Direct Message with your name, and service address. I look forward to hearing from you!

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Your Membership program ostensibly rewards customers' loyalty with discount benefits. However, according to your convoluted policy, the very fact that we have been loyal customers with long-term multiple services disqualifies us from those purported benefits, thereby rendering them worthless to us. How many customers at a Diamond tier level don't already have Mobile accounts bundled with their plans? Your exemption policy for existing lines is absurd! Can you provide any disclaimer documentation that details this exemption policy, specifically with regards to this "Membership benefits" promotion? Numerous requests to your "Customer Support" staff (and, based on this and the majority of previous experiences, I use that term with utmost consternation) has failed to yield any satisfactory result.

@user_7jj3p7 - I completely hear where you’re coming from, and I want to be very direct with you: I agree that it feels contradictory. You’ve been with us since 2011 - that’s 15 years of loyalty - and the last thing we want is for a 'Diamond' reward to make you feel less valued rather than more.

The specific 'Mobile Line Included' perk is currently structured in our system as an 'add-a-line' benefit to help Diamond members expand their households. However, I realize that for a customer like you who has already committed to our full suite of services, that doesn't feel like a reward; it feels like an exclusion.

Because you’ve been with us since 2011, I want to make sure we aren’t just giving you 'available' rewards, but 'meaningful' ones. Since that automated mobile credit won't apply to your existing line, I’d like to manually review your account for a loyalty service credit or a plan refresh.

My goal is to find an equivalent monthly saving that honors your 15-year tenure without forcing you to add services you already have. Let’s look at your current Internet and Mobile bundle together to see where I can apply a Diamond-level discount manually. How does that sound?