2 Messages
Lost Discount
We switched to Xfinity Mobile at the end of September. 3 lines of service. My wife and I transferred our old phones over, but my son (in Denver) wanted a new phone so we purchased an iPhone 15 Pro, with the understanding that we would get a $600 discount when he turned in his iPhone X. The new phone was sent to me in Boston as the main account holder. I then mailed it to my son in Denver via USPS, and the post office lost the phone. It was never delivered.
In order to complete our transition to Xfinity Mobile, my son went to the Apple Store and bought a new iPhone 15 Pro. He then went to an Xfinity Mobile store in Denver where they were able to transfer over his old number. In the process they opened a 4th line of service, and then disconnected the line of service associated with the lost iPhone. My son then mailed in his old iPhone X, and it was approved for the $600 discount. When that discount failed to appear on my bill over several months, I contacted Customer Service and was told that because the lost iPhone line of service was disconnected, we were no longer eligible for the discount.
This does not seem fair. I am still paying for the lost phone. At our own expense we replaced the lost phone so that we could complete our 3-line conversion to Xfinity Mobile. It seems it was the maneuvers of the Denver Xfinity Mobile store that somehow led to our losing the $600 discount. I assume that Xfinity Mobile would want to correct this situation and reinstate the discount.
Everyone that I have spoken to at Customer Service or my local store have been unable to help. Please assist. Thank you.
XfinityMichaelC
Official Employee
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3.9K Messages
4 months ago
Hello, @user_d2jpn3! Thanks for reaching out to us on the forums! I apologize to hear of the issues you have been having with trying to get this discount added back to your account. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account-specific requests over this platform.
As you have mentioned you had tried calling and working with the store, have you reached out to our secure online chat where an Xfinity Mobile expert is available 24/7?
Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum is a violation of Forum Guidelines. If needed, we may invite you to send us a Direct Message.
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user_d2jpn3
2 Messages
4 months ago
Xfinity MichaelC,
Though I appreciate any response, you did not give much useful help. The online chat is totally frustrating as all I get are pre-programmed responses that do not address my issue. And you did not give me any real direction as to where I can turn to get a solution to my problem. I cannot se continuing with Xfinity if I can't get any useful help with my problem.
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