Why did I get an email saying I was getting a loyalty discount but it wasn't applied

user_2ymxsy Good morning! We appreciate you reaching out to our Xfinity Forums Team regarding your loyalty discount. I can definitely see how the amount of your next payment would be a concern. I'd be happy to take a look into your billing and discount today. To get started, can you please send a Direct Message with your name, and service address? 

 

Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window 
Press Enter to send it