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user_0am8g1
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Monday, April 14th, 2025 10:02 PM

Time to Switch promotion

I switched to Xfinity mobile on 3/13. The big reason was the time to switch promotion for the 3 lines I was bringing over from Verizon. The Xfinity representative put me on hold and went to ask about the credit because I still had a balance on the three lines.

She then came back and said we could receive up to $200 in credit depending how much was owed and the balance of $200 per line would be in the form of a gift card.

I was informed that I should be receiving an email in a few days to upload a copy of the payoff from Verizon.

The email never came, so on 3/24 I call Xfinity back and the representative sent me over to the company that distributes the gift cards who of course had no record and said to give it a billing cycle.

Today, I went by an Xfinity store and asked about it and the salesman said their was no notation of the promotion on my account.

The promotion is still running!!!

He said he was escalating it and submitted a ticket.

I call the Xfinity number when I got home and spoke with Kay who said he submitted a ticket (I have that number) and I would hear back in 7 days.

I need to know that someone is taking this seriously and there will be some reimbursement for the lines that I paid off with Verizon.

Question

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Updated 

1 month ago

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4

XfinityMartyR

Official Employee

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2.1K Messages

1 month ago

 

user_0am8g1 Thank you for reaching out! Do you know which team is working on your concern? 

 

2

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user_0am8g1

4 Messages

Marty, I spoke with Patrick at the Raynham, MA store and Kay in general support when I called Xfinity last night. Kay gave me ticket number [Edited: Personal Information]. Patrick at the store had the manager come over and he was going to submit a ticket. Thanks, Jim

(edited)

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1 month ago

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XfinityKei

Official Employee

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1.5K Messages

@user_0am8g1 Thanks for the update. We value you business and our team can check into your tickets and work with you to resolve your mobile account concerns. Can you please direct message me your first and last name along with your full service address so that I can assist
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message.

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 a reply as the Accepted Answer.tick

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1 month ago

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user_vuvxbf

1 Message

1 month ago

Interesting. We did the switch this weekend to take advantage of the promotion as well. I received an email that they got my "order" after I entered everything through the mobiletimetoswitchxfinity.com website, including our Verizon bills, but have received nothing since. I'll be sure to stay on top of it. I hope they figure it out soon for you. They're customer service is incredibly frustrating!! 

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XfinityMatthew

Official Employee

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207 Messages

The contract buyout promotions are going, and we can certainly help in the event that anyone does not receive the promised gift cards for the buyout promotion. How the specific promotion typically works. You have 30 days to submit all the proper documentation to us for the payment of your phones from the previous carrier. Once we receive and approve the documents any applicable Mastercard gift cards will be delivered via email within 4 weeks. If you don't receive them after the 4 weeks we can escalate the issue at that point and see what is happening. 

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 a reply as the Accepted Answer.tick

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1 month ago

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user_0am8g1

4 Messages

Could you please confirm that you received my full name and address in the direct message yesterday as requested? Thanks 

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1 month ago

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XfinityJorge

Official Employee

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2.2K Messages

Hello there! Yes, we did we are waiting for a response from you, I will resend the message! We are looking forward to working with you. 

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 a reply as the Accepted Answer.tick

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1 month ago

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user_0am8g1

4 Messages

Could you please clarify if you are still waiting for my response that I sent as a direct message to Xfinity support yesterday?

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1 month ago

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user_sjb83

2 Messages

@XfinityMatthew​ 

I am having this issue too. I traded in over 3 months ago at this point! I made sure to get the trade-ins and every single piece of documentation required in on time, I checked in regularly with Xfinity chat to make sure I had what was needed for the switch, and we never received the money to pay off our family plan at Verizon. That is literally the entire reason that we switched to Xfinity - because of this promotion. We owed quite a lot on some of our contracts and were assured that Xfinity would be reimbursing us. Help!

Above it says it should take 4 weeks or else the issue can be escalated. Please escalate this for me. Thanks!

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1 month ago

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user_c7i635

Visitor

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2 Messages

1 month ago

I too have problems with Xfinity mobile. I sent in my statement from Verizon and they keep telling me that it is not the information that they need to give me the credit for the phone I turned into them. I am very frustrated as I talked with the manager from the Xfinity store who told me that is the right statement. I keep getting the run around and it looks like I won't be getting the credit card for my iPhone I turned into Verizon 

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