Visitor
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1 Message
CSR confirmed adding a line to my account would be free and one been getting billed for it anyway
On July 27 2025 I contracted a chat rep with questions about a BOGO mobile promotion. They confirmed that the promotion was live and that it would apply to my account. I also have a dated screen shot of the promotion from the 28th.
i added a line but it has not been free. Now support is claiming the promo expired June’s 25 2025 and won’t honor it despite the dated chat transcript and screen shot.
How can I get this resolved? Simple lying and saying the promo expired when I have proof it didn’t can’t be acceptable right?
XfinityKei
Official Employee
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2.2K Messages
8 hours ago
@user_i0fel4 Thanks for bringing your concerns to our attention. I’m sorry to hear of the ongoing concerns you've had with your mobile account promotion. Our team is limited with mobile accounts, but we can definitely assist you with getting answer to your promotion dates and deal. As a friendly reminder our mobile team has a dedicated phone number and chat support at: 1 (888) 936-4968 and Mobile Chat support is available at (https://www.xfinity.com/xfinityassistant/?channel=xMobile)
Can you please direct message me your first and last name along with your full service address so that I can assist?
To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
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