Device credits not showing up on bill

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.

@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.

@XfinityThomasD​

I am very concerned to receive notice that this case has been closed, particularly given that the underlying issue has still not been addressed and I have continued attempting to contact you regarding this matter.

As documented in my prior correspondence, I made multiple efforts to return your Executive’sone call and respond to his outreach, including leaving several messages. Despite those efforts, I did not receive follow-up communication before the case was closed.

More importantly, the core issue remains unresolved: I have still not received the promotional equipment credits associated with the Sept/Oct 2025 iPhone promotion tied to my Xfinity Mobile account.

To this point, many of my attempts to seek clarification and resolution have either gone unanswered or resulted in representatives denying that the promotion existed at all, despite substantial documentation and numerous similar customer complaints regarding this exact issue online. The closure of this escalation without meaningful review only increases my concern that this matter has not been properly investigated.

I am formally requesting that this case be reopened and reviewed by someone with authority to fully investigate:

• the original promotion,
• my account eligibility,
• the missing promotional credits,
• and the handling and premature closure of this escalation.

If this matter cannot be resolved directly through the Executive Resolution process, I will proceed with filing formal complaints through the Federal Communications Commission and California Public Utilities Commission, along with any other remedies available to me.

I would appreciate a prompt response confirming whether this matter will be reopened and reviewed.

Sincerely,

OF

Hi there! We've responded to your DM.