1 Message
False advertisement to get a new device
I called the xfinity customer service and request assistance regarding a false advertisement and misleading information provided by one of xfinity agents. I was promised by their live support chat agent that I would receive a free iPad for two years by paying only $60 per month, with no additional charges, as long as I kept the line active. I explicitly asked the agent multiple times about potential additional costs, as I was trying to lower my monthly internet bill.
Initially, the agent told me that I would be charged a one-time fee of $30–$45. Later, the agent mentioned that the cost would be $85 due to different state taxes. However, I was repeatedly reassured that my monthly charge would remain at $60 with no additional fees.
Unfortunately, I have since been billed for more than what was promised. When I contacted Xfinity customer support, I was informed that the iPad was not free and was advised to return it. I now have a billing statement of $92, and I have already paid $75 last month and $81.50 for the iPad itself. This discrepancy is a clear case of false advertisement, and I feel misled by your agent's assurances.
I have copies of the chat history and would appreciate it if they could review the conversation (which is also available in their records) and address this issue as soon as possible. Xfinity agent gave me an email address where I can send the report ([Edited: email address]) and this email address is not working and email bounced back.This situation is both unacceptable and extremely frustrating.
I still don't know how to get help. I tried doing the live support chat and they kept on dropping the chat and also when calling the line.
XfinityBenny
Official Employee
•
790 Messages
4 months ago
@user_r9indf Thanks for posting to the community. We are happy to see you got a great deal with the iPad, and know the Xfinity Mobile team can make sure it is honored. We can ensure you have the right Live Chat link and phone number to reach an Xfinity Mobile Expert immediately. Send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the message 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
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user_hscx55
6 Messages
1 month ago
I’m dealing with the same issue. iPad was advertised with the promotion to get a discount on my Internet by adding the iPad as a “mobile line” however now they state the iPad isn’t eligible. This is illegal. Ive been overpaying by $50/ month than what I agreed to and nobody within Xfinity has offered a resolution after 8 months of going back and forth. They’re a joke of a company. “Continue paying the listed amount or lose service” is basically their version of a resolution. Such a scammy company
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user_8xonwt
1 Message
2 days ago
I am writing to bring your attention to an issue I encountered with my recent purchase and financing of a Samsung S24 phone at the Xfinity store at the Promenade in Coconut Creek, FL, in April 2024.
On that occasion, I had just purchased an A-15 phone over the phone from Xfinity and was told that it needed to be connected in-store. When I arrived at the store, the salesperson informed me about a promotion for the Samsung S24 priced at $400, which would be financed. I mentioned that I had just bought the A-15, and the salesperson assured me that this was not a problem. I was told that I could purchase the S24 on promotion and return the A-15, which I immediately did.
I have been making payments on the S24 for the past year and have already paid the full promotional price of $400. However, when I contacted Xfinity customer service on April 1, 2025, I was informed that the promotion had been dropped due to the return of the A-15. They said that I should make a claim at the store where I bought the S24. So, on April 2nd, I stopped by the store where I bought the S24 and the assistant manager said he sent a claim message (#[Edited: "Personal Information"] is the claim number he gave me which turned out to be my account number), so he probably didn’t do anything.
I called Xfinity again on April 2nd after coming back from the store, and the representative, he said his name was Vidal, said he had ‘escalated’ my claim due to ‘offer not honored or false offer’. He said they should contact me during the week and that he would call me on April 11th to follow-up and see if the issue had been resolved. As of today April 14th, nobody has contacted me and he didn’t either. The problem is that every time you call Xfinity you can’t speak to the same representative and the circle starts all over again. It’s shameful that clients are treated with such disdain, given us the roundabout.
I am confused by this development, as no one had informed me that returning the A-15 would affect the promotion, on the contrary, they said it could be done without any problem. Had I known this, I would have addressed the issue at the time of the return.
(edited)
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