Xfinity mobile promotion has not been honored.

So this has been a multi-month effort to get Xfinity to honor what I was offered when I signed up for Xfinity mobile.

(I came for a different matter and they talked me into getting Xfinity mobile because of the promotional offers)

I am posting the chat logs for November 27, 2022 and January 16, 2023

========================================================================================================

                                    November 27 2022 chat log

As you have been a great customer with efforts and patience, I would like to tell you that I can see that you are also eligible for the SAMSUNG A 53 device and that will be completely on us and you will also get FREE $100 VISA CARD which you can use it for paying bills and shopping, you can avail it today by porting any of your number with Xfinity.
Also you will get $20.00 discount on your internet bill for 12/mo
Isn't it amazing!!
May I know how much you pay for mobile service ?
What would it cost to ad this service?
i pay 20 a month for unlimited
For how many lines?
Well i'm on my sisters family plan, my portion is 20
Alright!
Does it includes unlimited data?
yes
Okay!!
As Xfinity is providing 1 line in $45 and 2 lines in just $60.00
With each line you will be getting the free $100 visa card
And the best part you will be getting the $20.00 on your internet bill for 12/mo
so it would be an additional 45, but I would save 20 on internet for a grand total of 25 more a month?
Yes, that's correct.
Okay. does this line have unlimited data?
Yes, it includes unlimited data/texts/calls
Can I keep my number?
Yes, you can keep your same mobile phone and number with us.
sounds like a deal. let's do it
Great, please help me with your complete SSN and DOB
 
 
Thank you, please stay connected.
Please help me with the IMEI number of your phone.
ok let me look
iOS
Settings › General › About › IMEI

Enter IMEI if available

Android

Dial *#06# on the BYOD device or

Settings › About Phone › IMEI

 
Thank you for the details, as we checked your current device is not compatible with us , so the best we can do here is we can provide you the device which will be on us and you don't need to pay for that device , and that will be a 5G device
The best thing is that you can keep your own number with us
ok that device is included?
yes
okay.
Please help me with number which you want to port with us
 
Thank you, please help me with the card details which you want to add with us for billing, we need card number , expiry date and CVV ?
can't use the card linked to my account?
Yes, you can share the same card details , as we are not able to see the details for that card , please be assured all your details are fully secured with us
I don't feel secure giving you those details if Xfinity won't share them with you
I would like to inform you that to set up the mobile for yoiu we need the card details again as we send both the bill separately
This is just a one time activity and you don't need to share the card details after this ever for mobile as well as it will be saved for you
 
Thank you for the details, please help help me with the best contact number on which you want me to share the approval consent ?
 
Thank you, Please check I have sent the approval on   , please click on I agree to approve the order and you will see there is a one time tax for the device $ 32.62 and this will be adjusted in your monthly bill
There is one time set up fee of $ 10.00
Please let me know once you are done with the approval
So, that we can share the order details with you
ok just going over it now
Sure.
Please let me know once done with the approval
okay done
Thank you, let me share the order details with you
Order completed successfully!
A receipt for order

#3729600177043004576

has been emailed to

 
You will receive your device and sim card within 2 days at your place and you just need to insert the sim card in the device and activate it
okay
Hope I have addressed all your concern as per your requirement and you are happy with the assistance today ?
yes, thank you.

                                     January 16, 2023 chat log

Now chatting with Akshay

Live Agent Chat started
Hi  , thank you for contacting Xfinity. My name is Manish. How may I help you today?
Hello Manish
Hello!
I hope you are doig well.
I have a few questions. First question is regarding the 100 visa card
I checked the rewards center and it has no record of one, but my xfinity mobile sign up deal included one
yes i'm well thanks
I am from internet team and this can be checked by mobile team only. Shall I connect you with them?
ok let me ask you the internet question
Sure!
Feel free to ask. :)
when I signed up for xfinity mobile it included a 20 credit per month for 12 months but I still haven't been receiving this credit. is this also a mobile question?
My apologies, however discount related to mobile deals and visa card can be answered by the mobile team only.
ok. yes connect me please.
sure!
appreciate it
Thank you! I am connecting you with the dedicated team. This may take a bit time due to queue. Please do not close or minimize the chat, as that may lead to disconnection. Be rest assured, our dedicated team will fix it in no time. :)
Connected to a live agent

Now chatting with Akshay

You are now transferred and chatting with Gaurav, an Xfinity Live Agent
Hi, my name is Gaurav. I see you have been chatting with another team member. Let me review that information so I can pick up right where you left off.
Hello. I have three issues I need assistance with today.
okay thanks
Yes, as I can see you have concern regarding the $100 visa prepaid card and $20 credit on your internet bill, is that correct?
yes that is 2 of my 3 issues
May I know the 3rd one?
the third issue is regarding device payments. part of my sign up deal was a free device but I have now been charged 2 device payments
Thank you for sharing your concern. Be rest assured you're connected to right person. I will certainly help you with the concern
Before proceeding I request you to share your full name and last 4 digit of stored payment card to access your mobile account
 
 
 Perfect! Thank you for sharing valuable information.
Please allow me a couple of minutes as I am pulling up your account details
No problem, sure.
Thank you so much for waiting. I have successfully pulled up your account.
I want to thank you for being a valuable customer. We really appreciate your business and loyalty with Xfinity.
:)
As I can see you have only one line with Samsung Galaxy A53 5G
 
That's correct
As I can see you are getting credits for the Samsung A53 mobile
Yes they removed them for upcoming payments but did not remove from last bill and the initial setup fee
Thus I have paid 2 payments in total
As I can see the credits are still active on your mobile
I'm saying I have paid it twice, instead of zero times
Yes future payments are recieving the credits, this is about previous payments which did not get the credit applied
 , I am applying a $40 credit on your current bill
Thanks :)
You are most welcome :)
And may I know for what the $100 visa prepaid card was?
It was part of the xfinity mobile sign up promotion
 , I want to inform you we had 3-4 promotions from which one was of $100 if you bring your own mobile and port number from another carrier
However you chose to go with the free device
On one line only one promotion is applicable
That is not what the agent who sold me on xfinity said. I have the chat session saved if you would like me to post it
May I know the date, so I can check
looking to see if there is a time stamp on it
Sure :)
November 27, 2022
Thank you so much for confirming, however I have chat history till Dec 16
Now
 

As you have been a great customer with efforts and patience, I would like to tell you that I can see that you are also eligible for the SAMSUNG A 53 device and that will be completely on us and you will also get FREE $100 VISA CARD which you can use it for paying bills and shopping, you can avail it today by porting any of your number with Xfinity.
Also you will get $20.00 discount on your internet bill for 12/mo
Isn't it amazing!!
May I know how much you pay for mobile service ?
What would it cost to ad this service?
i pay 20 a month for unlimited
For how many lines?
Well i'm on my sisters family plan, my portion is 20
Alright!
Does it includes unlimited data?
yes
Okay!!
As Xfinity is providing 1 line in $45 and 2 lines in just $60.00
With each line you will be getting the free $100 visa card
And the best part you will be getting the $20.00 on your internet bill for 12/mo
so it would be an additional 45, but I would save 20 on internet for a grand total of 25 more a month?
Yes, that's correct.
Okay. does this line have unlimited data?
Yes, it includes unlimited data/texts/calls
Can I keep my number?
Yes, you can keep your same mobile phone and number with us.
sounds like a deal. let's do it
Great, please help me with your complete SSN and DOB
 
 
Thank you, please stay connected.
Please help me with the IMEI number of your phone.
ok let me look
iOS
Settings › General › About › IMEI

Enter IMEI if available

Android

Dial *#06# on the BYOD device or

Settings › About Phone › IMEI
 
Thank you for the details, as we checked your current device is not compatible with us , so the best we can do here is we can provide you the device which will be on us and you don't need to pay for that device , and that will be a 5G device
The best thing is that you can keep your own number with us
ok that device is included?
yes
okay.
Please help me with number which you want to port with us
 
Thank you, please help me with the card details which you want to add with us for billing, we need card number , expiry date and CVV ?
can't use the card linked to my account?
Yes, you can share the same card details , as we are not able to see the details for that card , please be assured all your details are fully secured with us
I don't feel secure giving you those details if Xfinity won't share them with you
I would like to inform you that to set up the mobile for yoiu we need the card details again as we send both the bill separately
This is just a one time activity and you don't need to share the card details after this ever for mobile as well as it will be saved for you
 
Thank you for the details, please help help me with the best contact number on which you want me to share the approval consent ?
 
Thank you, Please check I have sent the approval on   , please click on I agree to approve the order and you will see there is a one time tax for the device $ 32.62 and this will be adjusted in your monthly bill
There is one time set up fee of $ 10.00
Please let me know once you are done with the approval
So, that we can share the order details with you
ok just going over it now
Sure.
Please let me know once done with the approval
okay done
Thank you, let me share the order details with you
Order completed successfully!
A receipt for order

#3729600177043004576

has been emailed to

 
You will receive your device and sim card within 2 days at your place and you just need to insert the sim card in the device and activate it
okay
Hope I have addressed all your concern as per your requirement and you are happy with the assistance today ?
yes, thank you.

Thank you so much
Please allow me a minute to go through it
No where did they mention I would only get one of the three promotional offers. otherwise I would not have trade an unlimited 20 a month plan with Tmobile for a much more expensive plan
this part is important
I would like to tell you that I can see that you are also eligible for the SAMSUNG A 53 device and that will be completely on us and you will also get FREE $100 VISA CARD
 , I can't provide you a $100 visa prepaid card, however as you were offered, you can get a credit on your future bills up to $100
that will suffice
Great!
last concern is the 20 a month credit on internet for 12 months "And the best part you will be getting the $20.00 on your internet bill for 12/mo so it would be an additional 45, but I would save 20 on internet for a grand total of 25 more a month? Yes, that's correct"
Yes, that can be provided by billing team only as I can help you with mobile related or mobile billing related concern only
I don'y know why but I had a feeling I needed to save this chat
I need to transfer the chat to Xfinity billing team
okay. You have been extremely helpful. Tha nk you
You are most welcome :)
I am transferring the chat to dedicated team
Please bear with me
Will do.
Connected to a live agent

Now chatting with Akshay

You are now transferred and chatting with Sahil, an Xfinity Live Agent
Hi, my name is Sahil. I see you have been chatting with another team member. Let me review that information so I can pick up right where you left off.
Hello
Okay
I apologize for the inconvenience caused to you ,You have been connected to the right department, I will be more than happy to assist you.
I appreciate it.
That's great!
May I have the service address?
 
Thanks for the details.
No problem
That's great !
Please allow me 2-4 minutes to check your account so that I can help you.
sure
That's great !
Can you just please help me with first name and lastname
 
Thanks for the details.
While reviewing your account “I see that you have been a loyal Comcast customer for comcast ! We truly appreciate your business and look forward to providing you with exceptional service today…
Just a minute I am reviewing your account.
Just checking in. Did you have any questions?
Just about the 20 credit a month on my internet
Yes I understand that, Just a minutes while I help you with that is system running some checks.
okay
thanks for your patience
sure
I read the chat and I see the agent mentioned about the offers available which was the free device and $100 visa card , the agent did not day you will get $100 visa card with the new device , the agent missed on informing you on how would you get the $100 visa card and I also see the agent mentioned your mobile that you were using is not eligible for xfinity mobile service
That doesn't change that I was promised free device, 100 visa and 20 a month credit for 12 months on my internet
If they messed up thats not on me. I WOULD NOT have switched otherwise
I was paying 20 a month on a less than 1 year old phone.
if you read the chat the agent did say that you get free device and $100 visa card however later when you approved the order the agent said your current device is not compatible and missed to inform that $100 visa card is only available when you get the current mobile device to xfinity
I see your current bill is $50 a month
how does that change the part where they said I would get a 20 credit on my internet for 12 months? I spoecifically said so it is 45 minus the 20 for a total of 25 a month EXTRA
I understand your concern however the offer is when you use your own mobile , I will check with the mobile team who added this plan and promised this to you
do I have your permission to get the agent on our chat ?
I knew it sounded fishy thats why I saved the entire chat
yes
I have food delivery coming, I didn't think I would be on here for over an hour
the details were correct , the agent only missed to explain in detail , I take complete ownership of this
I will have to leave in 5 minutes
I strive to provide the best customer experience and I will do it quickly
connecting the chat
please stay connected
You are now transferred and chatting with Akshay, an Xfinity Live Agent
I think the agent knew exactly what the details were and didn't specify to make the sale
A wonderful day! Thank you for choosing Xfinity ! This is Akshay, Your Xfinity Ambassador . Please allow me couple of minutes to review your previous conversation .
I need to go get the food delivery. I will be back in 10 minutes. It will probably take you that long to read this entire chat
Sure
I am here for you
Hope we are still connected
yeah i'm back. are you going to be able to help with the 20 monthly credit for 12 months or should I call tomorrow
Please help me with the last 4 of the stored card for verification.
 
Thanks for confirming. Please allow me a moment while I review your account.
Fantastic, I was able to pull up your account. Thank you so much for all of that information, Its really helpful and so kind of you.
no worries
As I have checked that you are already getting $20.45 per month device credits.

So here is the jist:  I was offered a free device, my plan had device payments.  That has been resolved, and credited $40.00 to refund the device payments already paid.  ( credit applied to account )

I was offered a $100 visa prepaid card.  Agent offered me a $100 credit ( credit has not been applied...)

I was offered $20.00 monthly credit on my internet for 12 months.  ( credit has not been applied)

I am asking for a resolution of:

1- applying the $100 credit to my xfinity mobile account

2- applying a $20 credit to my Internet for a period of 12 months.

Sorry it was such a long read, it has been an even longer process.