Xfinity Mobile Contract Buyout

I recently switched to Xfinity Mobile from Verizon because the representative told me that Xfinity would cover the full cost of my Verizon contract with no action needed on my end. This along with $0 a month for a year was a very attractive offer that turned out too good to be true. I was surprised weeks later to get a bill from Verizon (~$750) as I was told Xfinity would take care of everything. After calling customer service I was told they would send me a mobile gift card to cover the full cost in 7-10 business days. When I didn't receive the gift card I called back again, only this time I was told I had to submit an actual bill from Verizon. After I then submitted the Verizon bill through the appropriate channels with Xfinity, which was hard to obtain because my account was closed due to moving to Xfinity, my submission for reimbursement was denied due to exceeding the 30-day threshold. I feel like I was lied to by the Xfinity rep that sold me the mobile service and strung along until after the 30-day period so I wouldn't receive the reimbursement I was promised. Every time I call customer service, I'm either hung up on or transferred to the Rewards & Promotions number which is just an automated system. As a lifelong Xfinity customer this may be the final straw to move both my cable and mobile service. This also feels like an unfair and deceptive business practice.

Responses

XfinityAdrienne

Official Employee

•

1.3K Messages

26 days ago

Hey there, user_qd0xyv! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I am very sorry to hear about the experience with moving your services over to the Xfinity Mobile services, that is certainly not what we want for our customers. I would be happy to look into the details, and submit a ticket on your behalf. Can you please send us a DM to get started?

Please send us a DM with your full name and address to Xfinity Support.
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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.
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Type your message in the text area near the bottom of the window
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bta85

Visitor

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2 Messages

Same problem here! I called a few days after activating my phone asking when I would get the email to do this. They told me I did not need to do anything and the card would be sent. Here we are weeks later and guess what! I was told this time to go to a link so I did and to my surprise it has a 30 day cutoff! I am 35 days in now and looks like I am going to be cheated out of my buyout!!! If this is the case I will be cancelling and closing my account and will fight this. This is wrong and I hope you correct this!! I am going to submit it anyways but it looks like I will be denied and I am beyond upset right now. I left verizon due to poor customer service and this is not a good start!

21 days ago

XfinityDena

Official Employee

•

3.4K Messages

@bta85 I am sorry for how your experience has been. I see that you have sent a message. Please remember, the best communities have most conversations happening in the public boards. This helps to ensure that our users get the fastest most accurate response possible provided by other user or our Official Employees. This also serves to benefit other users who may have a similar question. When interacting with an employee we will always try to keep as much of the conversation in that public thread but know we may ask you for a private message if we need to discuss your account-specific details. To help maintain our forum design, we ask that you never send unsolicited/unwanted private messages to any employee or user in these forums unless specifically asked to do so.

I am happy to hear that you were able to submit your last statement via the link in the email. Did you get a response back?

(edited)

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21 days ago

bta85

Visitor

•

2 Messages

21 days ago

Yes me too! Were they able to help you. I am worried cause I cant afford to pay this without the prepaid card and now I am in a really difficult situation as well.

Customer Service

user_qd0xyv

Xfinity Mobile Contract Buyout

XfinityAdrienne

bta85

XfinityDena

bta85

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