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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1.7K Messages
7 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
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
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bta85
Visitor
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2 Messages
6 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
4 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
4 months 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
3 months 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]
(edited)
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user_05yt4t
Visitor
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1 Message
3 months 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
3 months 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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user_0ujd87
Visitor
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1 Message
2 months ago
Same here. I was told I had to do nothing!
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user_56jttb
Visitor
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1 Message
1 month ago
Thank god I read these comments! I will stick with T-mobile! I have been with them for 30years!!!!!
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user_vkq41t
Visitor
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1 Message
1 month ago
(edited)
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user_85bgj4
Visitor
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1 Message
29 days ago
I'm going g through the same thing now. I will switch everything in a heartbeat.
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user_68qgw4
Visitor
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1 Message
21 days ago
I was offered the buyout of $500 per device. I paid Verizon for them and submitted the bill. I have a submission ID & no one can help me. I don’t understand how to get this resolved. It’s very frustrating!
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head4hydra
Visitor
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2 Messages
10 days ago
transferred to xfinity (from verizon) specifically for the incentives of this $500 per line prepaid card to cover the crazy costs of verizon, as well as the decent trade in offer for my previous phone. now, i have a verizon bill that's due tomorrow for $700 (i uploaded all documentation to xfinity on october 3rd) with no sight on that promised card. i've been on the phone for the last month with a representative (or chat rep) probably 10 hours (yes, this is how i love to spend my minimal free time to still be sitting with this unresolved PROMISED INCENTIVE). finally found one page that said a card for $160 was emailed out....but i never received that email... and it's like $500 short of what was promised (it was two lines). it's absurd to be told by a chat rep that i need to go up to a physical store for a DIGITAL GIFT CARD (which i also tried and they had no record of anything....even though i showed them the "submission accepted" screen for the documentation requested).
this is infuriating. i cant afford this extra bill that was PROMISED TO BE COVERED. done.
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user_t3vgy6
Visitor
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3 Messages
7 hours ago
user_qd0xyv,
I'm running into the same thing!
I moved my service from Verizon to Xfinity Monday November 10th. I was on with Xfinity about my internet billing and at that time the representative I was on with asked if I would be interested in moving from my current mobile phone carrier to Xfinity Mobile. I had not really thought about it but after being told that I could get up to $500 per phone to pay off each of my phone, I thought it might be a good deal. The representative took down the information for each phone on my Verizon plan, the name of the person using the phone, the imei number, and the amount left to pay off. 5 of the 6 phones needed to be payed off, the 6th had nothing owed on it. The representative asked if I would like to take advantage of the promotion and the savings. I said I would and the representative asked me to pay off the phones and not to worry, I would be reimbursed up to $500 per phone. So I payed off the phones and then we proceeded to switch each phone over. Everything seemed great. A few days later I wanted to check on the reimbursement and decided to contact Xfinity. I was told I needed to submit the phone information via a link that was provided by that representative via text to my phone. I tried submitting this information a couple times but the site didn't provide me with a verification number or anything and didn't indicate the upload. Contacted Xfinity support and was eventually able to send them my final bill via email and all the payoff receipts. Then I was able to get the website to work and got that verification number. I've gone back a forth a couple more times and found they are reimbursing me up to $200 per line which is short $300 per line as first sold by the initial rep. They got back to me today stating:
Thank you for your patience. Please note that the promotion you applied for has already ended. However, as an exception approved by our escalation team, your request has been honored and a prepaid card in the amount of $DDD.DD will be processed for your account.
The amount they are offering is less than half of what I expect. I replied today to that email outlining each phone, what the bill showed was still owed, and what my expectation is. One phone was over the $500, so of course I expect to pay that difference.
I have a friend who ran into the same thing and he gave up after getting only half what he was supposed to get.
I expect better service than that and I expect a company to stand by what they say they will do. From now on though, I would warn people to have an email sent with the specifics are of the deal they are promised, what is required on your part, and then moving forward with moving the phones over. Funny thing here is that anybody at Xfinity should be able to pull up my account and see all these details. When the phones were moved. The names of the people for each phone (as the rep took down this info), how much was owed (rep also took down that info), and imei numbers (rep took down that info to verify the phones would work on Xfinity). Dealing with companies should not be this time consuming and frustrating.
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