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user_kqlpwq
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09/10/2026 12:37 AM

Promotion advertising error

 I upgraded my phone through an Xfinity promotion that advertised the iPhone 17 for $19.44 per month for 36 months. This price was supposed to include an $11.11 monthly discount, but my bill shows the full charge of $30.55. When I called customer service, they confirmed the $11.11 discount shouldn’t apply. Being promised a promotional price of $19.44 only to be charged the full $30.55 feels like a bait-and-switch. Please adjust my bill and apply the correct promotional pricing.

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1 month ago

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XfinitySean

Official Employee

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1.1K Messages

1 month ago

Hi user_kqlpwq, and thanks for reaching out here on the Xfinity Community Forums! I'm sorry to hear that you aren't receiving the promotional rate you were expecting. We can absolutely take a closer look to see what may not have stuck, and have this brought up to the Xfinity Mobile Executive team if need be! Please send us a direct message with your full name, name on the account (if different), and service address, and we'll get started! 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (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. A "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.

How to: Direct messaging within the forum

 

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