Xfinity $400 Promotional Credit – Customer Service Complaint

am requesting an immediate review and resolution of a $400 promotional credit that I was promised by Xfinity.

On July 24, I contacted Xfinity Customer Service before transferring a line from another provider. I specifically asked about the promotions available for transferring a line, and the customer service representative advised me that I would receive a $400 credit for completing the transfer. I asked the representative to submit the order for me, and the order was submitted by Xfinity Customer Service.

After the order was submitted, I did not see the $400 credit. I contacted Customer Service again and was advised that the credit would be applied after I completed the line transfer. I completed the transfer as instructed, but the credit still was not applied.

Since then, I have contacted Customer Service multiple times and submitted tickets, but the issue has still not been resolved. The explanation I continue to receive is that the promotion was not applied because the wrong plan was selected when the order was created.

I want to make it clear that I did not select the wrong plan. The order was submitted by an Xfinity customer service representative after I specifically contacted Xfinity to confirm the promotion and asked the representative to process the order. Therefore, I should not be held responsible for an incorrect plan selection made by Xfinity during the order process.

I was subsequently told that the $400 credit would be applied within two days. When that did not happen, I was later told to wait five days. I also went to an Xfinity store to try to resolve the issue. The store representative explained that the store could not add the promotional credit because they are only able to handle retail transactions. They allowed me to contact Customer Service from the store.

During that call, the Customer Service representative advised me that $22 had been added and that the remaining $378 would be applied to my account as a lump-sum credit. That lump-sum credit has also never been applied.

This issue has now been ongoing for more than two months, despite numerous calls, tickets, and follow-ups. I have repeatedly been given different timeframes and assurances, but the promised credit has still not been provided.

I am requesting that Xfinity review the original order and the customer service records from July 24, confirm the promotion that was offered to me, and apply the full $400 promotional credit that I was promised.

I would also appreciate a clear written explanation of the final resolution rather than another temporary timeframe or instruction to wait.