Visitor
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1 Message
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.
XfinityAdrienne
Official Employee
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1.5K Messages
4 months 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.
To send a direct message:
Click "Sign In" if necessary
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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
Press Enter to send it
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bta85
Visitor
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2 Messages
4 months 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.
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user_15ici5
Visitor
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2 Messages
2 months ago
This is the worse customer service I have experienced in my lifetime with a cell carrier.
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user_29d7wx
Visitor
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1 Message
1 month ago
After reading through all the complaints on this thread about the buy out process and knowing there are plenty more people who have experienced the same issues, including myself, it the VERY CLEAR that this is a predatory practice that Xfinity sales department, customer service reps and supervisors all participate in. It’s incredibly unethical to intentionally and negligently deceive consumers and I would highly recommend and encourage potential customers to stay away from doing business with Xfinity. It cost me $960 to Verizon and hours to repeating my experiences to multiple reps and supervisors at Xfinity. All I got was multiple apologies that do absolutely nothing to solve the $960 bill I Incurred for being lied to. Buyer beware you will be lied to and yes the calls are recorded and Xfinity DOES NOT CARE OR TAKE RESPONSIBILITY TO FIX THEIR MISTAKES!
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user_f4ecic
Visitor
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1 Message
23 days ago
Omgeee im in the same situation. I switched with xfinity to help pay off my son's phone. It's been 90 days and still don't have nothing. I sent bill and then all I got was an 2 different submission numbers that say check back in 2 weeks. I chatted with a rep n was told I would have within 7 days from jun 29th. We'll its now September. I'm stuck with a $449 device bill that i was lied to by several reps. [Edited: Language]
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user_05yt4t
Visitor
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1 Message
21 days ago
It's very obvious that this whole program is either fatally flawed, or possibly a bit deceptive. I was promised a gift card that would reimburse me for my iPhone buyout (in this case only $110, but it's the principle of the thing) when I recently switched to xfinity mobile after 30 years(!) with AT&T. Called yesterday to find out how/where/to whom I send proof of that from my final AT&T bill, and ended up going through three C-S phone reps and wasting 45 minutes. All of them only had the same erroneous info to offer, xfinity pages to go to that had "Bad Request - Error code 400", or pages that tell a great story of the gift card giveback but with no working links that go anywhere to actually accomplish the task. Even better was the "xfinityincentivetracker" page that obviously could not start one that did not already exist.
So if you can't get to step one, how does any of this even start? It seems like the type of strategy where they know full well that these are all dead ends, and maybe customers will just give up and fuggetaboutit. Keep telling a false story long enough until you wear people down.
I even called the Incentives-specific phone line that they gave me, and after about 13 minutes of going through every pathway possible including pressing "O' "O" "O" repeated times, there is no one there, this is a fixed info line only that was worthless as well.
Final step recommended by the third guy that I spoke to yesterday is to go into an xfinity store with a copy of my last statement as proof of payout, and that the agents there can definitely get it underway. I guess we'll see, confidence in this gang right now is pretty low, and sure, we all have nothing but time to sit in a store and take a number, right? Failing grade so far for not honoring their offert.
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user_3ciwcy
Visitor
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1 Message
7 days ago
I have my ATT bill and my have added the new line and bought the new phone. Here is my email bill from ATT. I still owe $266 on my phone that I am trading in. Where do I send the ATT bill with the amount still owed on the phone?
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