Visitor
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2 Messages
Urgent Concern: Misrepresentation of Device and Free Line Promotion – Request for Review
Dear Xfinity Executive Support Team,
I’m reaching out to formally raise a concern regarding a recent promotion I signed up for, which included:
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A 400 Mbps internet package with a free mobile line
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A separate free Samsung Galaxy A36 5G device promotion
These two offers were introduced to me as independent, and at no point did your agent disclose that the free mobile line would be permanently tied to the free device. Based on the conversation I had, I clearly understood I could use my own device (an iPhone 12) with the free line.
However, I was later told by other agents that the line is locked to the promotional device, contradicting what was originally presented.
Key Conversation Highlights:
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Me: “So the Samsung Galaxy A36 5G does not have to be attached to the free line, right?”
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Agent: “It has a free line attached to it.”
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Me: “So can I use another device with the free line?”
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Agent: “You won’t be able to use another device with the free line.”
This critical restriction was never disclosed at the time of signup.
Assuming the customer would ask is not a valid disclosure standard.
I am requesting:
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A formal review by a manager, not a frontline agent
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A clear explanation of why this policy was not communicated
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Options to resolve this issue in good faith
Thank you for your attention to this matter. I hope Xfinity will resolve this appropriately and honor the original understanding that was presented to me.
Best regards,
Yuan [Edited: "Personal Information"]
EG
Expert
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110K Messages
2 days ago
The concern is not "Home Security Devices And Equipment" help related........... Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityEmilyB
Official Employee
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2K Messages
2 days ago
@user_zyz333 Welcome to our community forum! Thank you for bringing this incident to our attention so we can investigate this further and turn your experience into a positive one. We're a team of experts dedicated to addressing all your questions and concerns, and we'll work alongside you until we reach the best possible resolution :).
Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Include your name and address so I can find the account and get started on a resolution.
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