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user_wgap68
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3 Messages

Friday, August 7th, 2026 4:30 AM

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Should I trust the information given by the agent over the chat?

I upgraded one of my lines last year. and there was $400 discount off the purchase price at that time. The agent helped me to place the order over the chat. The agent said that he needs to put in a ticket for $400 discount, so I will receive the $400 discount. But I did not receive $400 discount. I contacted agent multiple times before, and was told that I will receive $400 discount. But I never did. I really do not have much time to contact the agent over and over again. It has been a while. I have the whole chat transcript to show the communication between me and the agent about $400 discount. How to get my $400 discount?

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1 hour ago

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XfinityAmandaB

Official Employee

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3.4K Messages

8 days ago

 

user_wgap68 Thank you so much for reaching out for help with this $400 Xfinity mobile offer. We would be more than happy to help. Do you by chance recall if this offer required a trade in since you have that chat maybe you can go back and check the offer?

 

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user_wgap68

Visitor

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3 Messages

No. This offer does not require trade in. This $400 discount offer is for upgrading the line with the Unlimited Premium data plan. For some reason, this discount offer was not added to the cart if I upgraded the line by myself. So I contacted the customer care over the chat, and the agent helped to place the order for me, and he confirmed that I will get the $400 discount after one billing cycle. But I never received this $400 discount.

This is not the first time happened to me. A while ago, I have $100 Xfinity Rewards offer when upgrading one line. Again, I did not receive it. I called the customer care multiple times, and finally I gave up.

7 days ago

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XfinityKassie

Official Employee

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2.6K Messages

 

user_wgap68 Gotcha! Thank you for the additional details. IN order to access your account, I'll need to get some account information. Please send a Direct Message with your name and service address. 
 
Click "Sign In" if necessary. 
Click the "Direct Messaging" icon. 
Click the "Start new conversation" (pencil and paper) icon. 
In the "To:" line, type "Xfinity Support". 
As you type, a drop-down list will appear. Select "Xfinity Support" from that list. 
An "Xfinity Support" graphic will replace the "To:" line. 
Type your message in the text area near the bottom of the window. 
Press Enter to send it.
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514 

 

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7 days ago

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user_wgap68

Visitor

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3 Messages

Thank you. I have sent my name and address through the direct message to Xfinity Support.

7 days ago

0

XfinityKassie

Official Employee

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2.6K Messages

 

user_wgap68 You're welcome! I have received your DM, and look forward to working with you today!

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

7 days ago

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XfinityPaula

Official Employee

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2.3K Messages

1 hour ago

 

user_wgap68 Thank you for being a part of the Xfinity family and for reaching out to us here on our Xfinity Forums. I'm happy to see that our mobile peers were able to assist us with honoring the promotion that should have been applied when you added the line. I'm sorry that we needed to take this route to make sure that the credit was applied, but happy that we could assist you. 
If there is anything else that you need please create a new post and our team and community will be happy to help out. 
Have a great weekend! 

 

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