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ThiTran
1st Topic

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2 Messages

Sunday, March 8th, 2026 12:15 AM

$400 Device Credit Not Applied – Xfinity Mobile Promotion (December 2025

I went to the xfinity store for nee Iphone 17 pro max. The employee promised to me that I will get 400$ discount and I only have to pay 21$ monthly for contract 3 years. However, I have to pay 31$ for a device. That is unreasonable, I called to xfinity support and they said I was not eligible. That is really scammed and I feel uncomfortable.

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38 minutes ago

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XfinityQue

Official Employee

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489 Messages

7 hours ago

 

ThiTran, hello there and thanks for reaching out. I do apologize about your experience. We run so many promotions and sometimes some agents could mention some and some others could mention other promotions depending on what's being shared and available. But to speak on the $400 promotion, it would work like this: 
  1. Get your first monthly credit today when you buy this device and select Premium Unlimited data.
  2. If adding a new line, you must transfer your number and activate your device within 30 days of purchase date.
  3. Enjoy lower monthly payments as long as your account remains in good standing. If adding a new line, device credits continue as long as you transfer your number and complete activation.
If line is canceled, voluntarily or involuntarily, or device payments are accelerated, the remaining credits associated with device payments are lost. Those monthly payments are estimated based on memory configuration. Those devices are $1,199.99+.

 

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ThiTran

Visitor

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2 Messages

@XfinityQue​ Hello,Thank you for your response. However, your explanation of the promotion terms does not address my main concern.

When I accepted the upgrade for the Apple iPhone 17 Pro Max, I was clearly informed that I would receive a $400 promotional credit, which would reduce my device payment to $21 per month over 36 months. At the moment, my bill still shows $31 per month, which indicates the promotion has not been applied.

Based on the device price you mentioned ($1,199.99), a $400 promotional credit should lower the financed amount and reflect the lower monthly payment.

Could you please review my account and confirm:

1. Whether the $400 promotional credit has been applied.

2. If the promotion is applied as monthly bill credits, when those credits will start appearing on my bill.

3. Whether my monthly payment should be $21 instead of $31, as originally offered.

If the promotion has not been applied correctly, I would appreciate your help in correcting it and issuing any credits for the difference already charged.

Thank you for reviewing this matter and I look forward to your clarification.

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