$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.

Responses

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XfinityQue

Official Employee

•

490 Messages

23 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:

Get your first monthly credit today when you buy this device and select Premium Unlimited data.
If adding a new line, you must transfer your number and activate your device within 30 days of purchase date.
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+.

ThiTran

Visitor

•

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.

16 hours ago

XfinityKei

Official Employee

•

2.3K Messages

@ThiTran Our team is limited with mobile accounts, and we are unable to apply credits, but we will work with you to resolve your concerns. Have you reached out to our mobile team directly? We have a dedicated mobile support line at 1 (888) 936-4968 Mobile Chat support is available at (https://www.xfinity.com/xfinityassistant/?channel=xMobile)

Can you please direct message me your first and last name along with your full service address so that I can assist?
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13 hours ago

user_6nraud

Visitor

•

1 Message

3 hours ago

Xfinity promised me two free phones in early March 2026. That I would only have to pay sales tax for them. Found out today that I am being charged approx $10.00/ month for each phone for 36 months. NEVER was I told the cost of these phones (approx 400.00 each as just told today by a very nice person at xfinity), Only that they were free promotional phones at time of purchase. I do not have any paperwork or any electronic messages stating this price or else I would NOT have purchased. I am ready to drop my xfinity internet and go back to comcast because I am so upset. And return these samsung phones back to xfinity and go back to boost mobile for my cell phone usage. I am besides myself at this point.

I did call Xfinity today (as mentioned) and told that all calls are recorded and they will go back and review. As mentioned, the lady that helped me was very understanding and very helpful and stated it will be reviewed by management. I feel I was scammed.

(edited)

Devices

ThiTran

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

XfinityQue

ThiTran

XfinityKei

user_6nraud

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