Visitor
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1 Message
Promotional offering not applied
You are fighting a losing battle with this company. They are the absolute worst!
My Husband and I signed up for that promotion as well knowing that we would return our paid off...excellent condition iPhone 14 pros to get the 17 pros for free ($1100 per phone). (The price of the phones would be deducted from our bill each month.) We have been longtime customers as well and have always paid full price for any new phone we have owned, so we thought we would take advantage of the trade in. We upgraded our plan to the premium unlimited, got our new phones and sent our iPhone 14pros in right away. A few weeks later my husband received notice that we would only be getting $272 per phone. I called customer service and they stated that the salesperson at our local Xfinity failed to put us in the Generation 5 plan and we were still in the Generation 4 plan. A ticket was created and I went back to my local store to get put in the Generation 5 plan. After numerous phone calls / ticket creations, visits to our local store and speaking to Supervisors and Managers over the past 5 months (exhausting and infuriating is an understatement), I was told there is nothing they can do for me. We were given a promotion, which they paid us for, and they have nothing else to go by. The store messed up, and we are left paying almost full price for these phones. Had I known that this was going to happen, I would have never signed up. There was absolutely nothing wrong with our other phones and we had no reason, other than the promotion, to make a switch.
They know what they are doing...they also know there isn't anything the customer can do about it. They make you sign a contract, but we have nothing to protect ourselves when they mess up. Win, win for them.
Looking into it, it seems that there are so many others having the same issue and it is literally sickening. There should be a class action lawsuit against them, so the customer is not the only one learning a very hard lesson. [Edited: Solicitation]
user_4035ji
Visitor
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3 Messages
2 days ago
This is almost exactly the same as my issue. Guess I'm not alone, though that's not much consolation. It's as if they don't care if all their customers leave...
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XfinityJustinM
Official Employee
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539 Messages
11 hours ago
Hi @user_oqdwy4, thank you for taking the time to share your experience with us. I believe the issue stems from the difference between the plans that are on the 4th generation in comparison to the 5th generation. Our 4th generation plan had the unlimited premium, which was different from the 5th generation premium unlimited plan. We may be able to find a workaround depending on the status of the devices on your account. I would love to take a closer look at your account to see what may be possible. Just send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
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