Visitor
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1 Message
Customer Loyalty Email
I received a loyalty discount email in December that stated my current promotion rate would be extended one more year. My first bill was just processed and my rate increased from $38 to $100.
I contacted customer service and was told the email was a scam. Then offered me a new plan at double what I previously paid.
I received the email from - [edit: personal information]. The email states I do not need to do anything. My experience with scams is they ask for money or to log in via a link.
Searching the community forum I found several posts that indicate this email is a legitimate.
Is it a valid offer? Why did it not reflect on my bill?
**************
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Great News! We're giving you a loyalty discount
We hope you're enjoying your Xfinity Internet. As a reminder, your current promotional pricing expires on January 5, 2026. However, to thank you for being an Xfinity customer, we'll be applying a "Loyalty Discount" credit to your bill for the next 12 months as long as you do not make changes to a product with a promotional, service, or product discount.
No action is required by you. We'll begin apply the credit once your current promotional period ends. So, just keep doing what you love (and love how fast you do it) with the best WiFi for your home.
Thanks again for being with Xfinity.
XfinityEva
Official Employee
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2.2K Messages
5 hours ago
Hi @user_7w0y0n! Thank you for reaching out and you did the right thing to check your options before making any changes. We do have reports of different scams like fake offers, and we have a dedicated page to report and to view the ones we are aware of. You can also check here.
This offer for a Loyalty credit is legit and it is correct that you do not need to do anything else on your side at this time. Since the promotion expired there would be a regular pricing that is now billed. If you do not update your plan then you would still receive that additional credit for 12 months while we get new offers updated.
We can check here to make sure you are getting that discount (will also show on your new statement for your reference) or even check for current deals so that you know what all your options are. :)
To do so, just send us a direct message with your full name and service address to get started.
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XfinityJustinC
Official Employee
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2K Messages
5 hours ago
@user_7w0y0n I appreciate you sending the direct message with the requested information, I was able to locate that and will follow up with you there to investigate the promotion/billing concern further.
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XfinityJustinC
Official Employee
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2K Messages
2 hours ago
@user_7w0y0n thank you for your time working with me today, I'm glad we were able to get that promotion discount added for the 1 year that was outlined on the email. Please create a new post if you need help with something new, our team is available for employee support 7 days a week between 6am - 1am ET. Have a good rest of your day.
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