Visitor
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3 Messages
"Loyalty Discount" not applied
I received an email (text included below) back on Dec 13 saying that I would be getting a "loyalty discount" going forward. Given no specific pricing in the email, I had assumed the "loyalty discount" meant I would keep my $27.99/mo pricing. However, since then my bill has more than doubled from $27.99/mo up to $67/mo. There's no mention of a discount on my bill, and I've spoken to two customer service reps over the last week, neither of whom could find any discount attached to my account. Their solution is to offer me a $40/mo promo, but I'm reluctant to accept that given that the email specifically states that I lose my discount if I "make changes to a product with a promotional, service, or product discount." Their advice seems to directly contradict the email I received.
Why is there no discount on my account?
The email in question:
We hope you're enjoying your Xfinity Internet. As a reminder, your current promotional pricing expires on December 28, 2025. However, to thank you for being an Xfinity customer, we'll be applying a "Loyalty Discount" credit to your bill for the next 12 months as long as you do not make changes to a product with a promotional, service, or product discount.
No action is required by you. We'll begin apply the credit once your current promotional period ends. So, just keep doing what you love (and love how fast you do it) with the best WiFi for your home.
XfinityQuemekia
Official Employee
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823 Messages
4 days ago
Thanks for reaching out @user_6y1518. I'm sure it's confusing to receive a proactive "loyalty" promise only to see your bill more than double. It is likely that because your original promotion expired on December 28, 2025, and your new billing cycle likely generated shortly after, the "Loyalty Discount" may not have finished its automated "handshake" with your account before the bill printed.
These automated loyalty credits usually appear as a "line-item credit". Meaning agents looking might miss them if the credit hasn't triggered for the current month yet.
You are correct to be cautious. Accepting a new $40/mo promotion will change your product, which would void the 12-month loyalty credit mentioned in your email.
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user_6y1518
Visitor
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3 Messages
17 hours ago
After hours of back-and-forth with a rotating cast of Xfinity reps, I have no satisfying conclusion.
I've been told contradictory information by different people. One rep says the discount "will be added to the bill automatically once the current discount ends," another says the loyalty discount "will apply automatically in 1-2 billing cycles," while others say there's no discount at all on my account. I've also had some reps tell me I'm free to change my plan at any time without losing the discount, while others (like Quemekia in this thread) acknowledge that changing my plan would remove the discount... if that discount in fact existed, which apparently it does not.
Even more frustrating, I've also been told that the "loyalty discount" email you sent me doesn't even exist. I'm being told that your system shows a "thank you for your payment" email sent out on Nov 24 and then again on Dec 13 for the same payment. In reality, I received that payment email only once, on Nov 24. I believe the duplicate entry in your system is a mistake, and that it was in fact the "loyalty discount" email logged incorrectly on your end. But of course that means no one can verify it (my screenshots don't seem to satisfy any of your reps), and I'm being told there's no way for your reps to manually apply a discount so there is nothing more to be done.
This has been one of the most frustrating customer service experiences I've ever had. I know I'm not the only one to experience this because I've seen several other posts on Xfinity's forums and on Reddit regarding the same issue. You guys need to figure out what's going on, because clearly something is wrong on your end. If a customer receives an official email telling them they're going to receive a discount and that "no action is required by you," they should be able to trust that information.
Unless of course you're banking on people not following up and getting overcharged via auto payments. Because that's kind of what it feels like at this point.
(edited)
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