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user_02y10t
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1 Message

Saturday, December 6th, 2025 6:15 PM

Device credits not showing up on bill

We are not seeing the promised device credits listed on our bill. Can someone look into this? It appears we are being overcharged. We were promised that if we switched from another mobile company and signed up for 24 month payments we would receive monthly device credits for both phones. Currently being charged the full amount with no credits.

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20 days ago

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XfinityTommy

Official Employee

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2.8K Messages

5 months ago

user_02y10t Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.

 

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user_e10374

Visitor

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2 Messages

25 days ago

I am having the same issue and have never gotten an answer to my issue.

Back in September 2025 I purchased a new iPhone 17 from Xfinity which was ordered via an Xfinty calling me with a discount of $400 paid as a monthly bill credit over 24 months.  Xfinity's offer  conditions on their webpage state:

"Offer ends 10/9/25. Requires qualifying phone trade-in, and purchase of any new eligible Apple phone while supplies last, a 24-month Xfinity Mobile Device Payment Plan Agreement (“Device Agreement”), and 1) activation of new Xfinity Mobile Premium Unlimited line within 30 days of phone purchase date or 2) phone upgrade on an existing Xfinity Mobile Premium Unlimited line and activation of phone on that line within 15 days of order."

So, I ordered the phone and upgraded to Premium Unlimited complying with all the offer conditions, but somehow the device credit discount has never been credited to my bill. It has been 7 billing cycles including the first equipment billing with the taxes and never a credit applied.  

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XfinityRoberto

Official Employee

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2.3K Messages

Hi there @user_e10374. I am sorry to hear that you have not gotten the Mobile discount when you signed up. You are in the right place and we are happy to take a look at this for you. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Direct Message” icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

Let me know if you have any questions.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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23 days ago

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user_e10374

Visitor

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2 Messages

@XfinityRoberto I want to be clear that this issue has now gone beyond missing promotional credits.

I relied on a $400 no-trade-in promotion when I activated service with Xfinity Mobile, and 7 months later I have received none of the promised credits. On top of that, I went through an escalation with you where a ticket was opened and then immediately closed without resolution.

At this point, I have spent dozens of hours across chats, follow-ups, and escalations trying to correct what should be a straightforward billing issue.

To resolve this fully, I am requesting:
1) Application of all backdated promotional credits owed  
2) A good-faith courtesy credit to compensate for the excessive time and effort required to pursue this issue  
3) Written confirmation that this matter is fully resolved  

I am still willing to resolve this directly, but if necessary I will escalate through formal complaint channels, including the Federal Communications Commission and California Public Utilities Commission.

Please have this reviewed by someone with authority to resolve both the billing issue and the associated service failure.

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20 days ago

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XfinityThomasD

Official Employee

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1.8K Messages

 

user_e10374 It looks like we recently left an open DM, needing to submit a ticket with our XM Executive Team for further review. Please return there, and we can continue to assist with this issue.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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20 days ago

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