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user_cali23
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Visitor

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3 Messages

Saturday, July 18th, 2026 8:20 PM

400 usd credits not received for buying iphone

Hello,


I am reposting this issue as my previous issue was closed due to inactivity.

I recently brought an iPhone 17 with the promotional discount. The chat agent helping me out assured me that after the purchase I will get the credit. After getting my phone and moving the number, I did not get the discount. 

I chatted with live agents many times and opened tickets through them but always got declined saying my selected plan was unlimited and I needed the premium unlimited option for the discount. This problem was done by the agent and not me, why do I need to bear the consequence? 

I explained them that I have the screenshots and I was given a confirmation by the agents but still they are denying to add the promotional discount. This was the most recent ticket [Edited: Personal Information]. 

I am very unsatisfied how Xfinity is handling this. There agents sold me something with wrong information and Xfinity is not agreeing to solve it, almost feels like a scam. Tell me what I can do or get some kind of compensation through credits?


Also on February 10 2026, I was charged 202.96 usd. The customer support online told me that it was due to using internet while out of US. I never opted for this roaming option and xfinity did not even notify me of this huge charge? I want this refunded. 



[Image Removal: "Personal Information"]

Question

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Updated 

2 days ago

 • Edited

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XfinityCliff

Official Employee

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424 Messages

2 days ago

Thank you for reaching out and posting your experience and concerns on our Xfinity Community forums @user_cali23.

We'd be happy to take a closer look at the information available to us and review any escalations that may already be on file. Please send us a Direct Message* with your full name, service address, and any relevant details, including the promotional offer concerns, ticket information, and the February 10, 2026 roaming charge. We'll gladly review the account history and existing escalations to determine how we can best assist you once we have you verified on your account. 

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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