Visitor
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2 Messages
Retention offer not honored after porting
Hello Xfinity Support team,
I recently received a retention offer after I started the process to cancel my services. The retention representative offered me the following:
- Internet service reduced to $25 per month (5 years guarantee price )
- Ability to port my existing lines from Verizon to Xfinity
- Two Mobile Plus lines at $30 each + smartwatches
I specifically asked for Mobile Plus plans. The representative mentioned that “Unlimited Premium” is just old name of "Mobile Plus" and that I would receive follow-up emails within a few days confirming the Internet price adjustment.
Based on this verbal offer, I proceeded with porting my numbers from Verizon to Xfinity. After the port was completed:
- My Internet price remained at $55.99 (the adjustment never happened).
- The lines were placed on Unlimited Premium instead of Mobile Plus.
- When I contacted retention again, they stated that $55.99 is the best they can do.
I acted in good faith based on the retention team’s offer and ported my lines specifically because of that agreement. I would appreciate it if you could review my account and honor the original retention offer that was made to me (Internet at $25 + two Mobile Plus lines at $30).
Thank you for your help!
XfinityJustinC
Official Employee
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2.5K Messages
14 hours ago
Hello, @user_ns8gfm thank you for reaching out over Xfinity Forums. You've contacted the right place for support, and completely understand wanting to have the promotion for the internet and Xfinity Mobile Plus investigated further if you're not seeing the promotion pricing reflected. I appreciate all the detailed information you've provided so far, it is really helpful.
Checking our Xfinity Mobile website: https://www.xfinity.com/learn/mobile I'm seeing the Mobile Plus pricing is $45 per line. There is a promotion running for customers who have not had Xfinity Mobile to receive a $30 discount for the first year. So one line would be $15 and the second line would be $45. That would be $60 per month, with each line being $30 each.
I pay $10 per month for my smartwatch line, the device itself is free as I was eligible for a free smartwatch. I don't see any current smartwatch offers on the website, but due know that our Diamond and Platinum Members at times receive offers to redeem to offset the device charge over the 36-month payment period.
I have seen at times some offers for internet retention discounts, but from experience when those are available I would need to have the customer review the changes that are being done by sending an order recap that would then have to be approved and sent back before I can proceed. This is the same process when assisting Xfinity Mobile customers, all changes should be outlined showing the monthly pricing to expect as well as any up front payment that might be needed (taxes for devices).
It doesn't sound like this may have been done at the time of the conversation, based on the information provided that you were supposed to receive a follow up email. Is that correct?
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