Customer service is lying to me! Why does Xfinity not honor their offers from the website?

Hello,

I bought a new iPhone that you were offering at $400 discount on 4/25/25. This is still the current offer.

It was delivered on 4/30/25 and I activated it on 5/10/25 and ported a number from a different carrier to meet all conditions for the phone's promoted discount. However on my first bill with the new phone on it there is no discount given.

I tried to resolve it through a live chat and was promised at the end, that my account was updated and the issue was fully resolved.

Well, NOTHING was done!

I was overcharged and the preview of the upcoming bill shows also no credits.

Why am I being lied to by your customer service representative?

Why is it so hard to just do what you are promoting?

I have screenshots and chat transcripts that prove my points. Where can I upload them?

Looking forward for some answers.

Andy

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XfinityDemitrius

Official Employee

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2.1K Messages

2 months ago

Hey @user_7peqtq. Thank you for visiting our official Xfinity Forums Community support page. We wanted to reach out and see if you were able to successfully contact our Xfinity Mobile team to go over the details of the device promotional offer. Was a trade-in required in order to receive the additional promotional device payments?

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user_7peqtq

Visitor

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3 Messages

Hello,

Thank you for your reply and sorry for my late response. (I was travelling for work)

I had no success getting this issue resolved.

There was no trade-in required for this promotion.

Frankly, I don't understand why you are asking me that?

How do you not know what your offers and terms are? It's on your website.

https://www.xfinity.com/learn/deals/mobile/apple

This seems to be the REAL PROBLEM. Xfinity puts stuff on their website, but the billing department does not know about it, the service department does not know about it and so on.

Unbelievable!

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2 months ago

XfinityDena

Official Employee

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3.5K Messages

Thank you for that link @user_7peqtq Some promotional offers require a trade in while others do not, and we run different promotions that have different terms and conditions therefore we do ask if that was a requirement. I am showing the $400 would be applied to the account via bill credits over 24 months. Are you financing the phone at this time?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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2 months ago

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user_7peqtq

Visitor

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3 Messages

Thank you for your reply XfinityDena.

Yes, I am financing the phone. I met all the criteria for the promotion, but the promotion was not applied.

Here is the end of the chat transcript from 6/6/25 in which I was promised the issue was resolved:

...

I have escalated this, so the team is working on your account to fix it. Your bill will be $134, including taxes.

okay, thanks

You are more then welcome.

I kindly request you to please stay connected.

And thank you for your cooperation.

what will happen to my future bills?

Future bill will be remain same you will get $16.66 credit each month until your device will be paid off.

okay, thank you, this sounds right to me

:)

thank you again and have a nice evening

Most welcome! I have successfully updated it in your account, and you will also receive a notification from our team once the promotion is applied. Your bill will be updated before the autopay date.

that's great. I hope that this issue is fully resolved now

Yes sure:)

Before we finish, I wanted to make sure we have covered everything, do you have any other concern or question I can assist you with?

I have no other concerns

Thank you for choosing Xfinity and have a great day!

thanks, you too

End Live Chat

Unfortunately, none of this has happened! No promotional credits received! I was lied to; very frustrating to say the least.

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2 months ago

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XfinityVictor

Official Employee

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1.6K Messages

user_7peqtq Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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2 months ago

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user_7peqtq

Customer service is lying to me! Why does Xfinity not honor their offers from the website?

XfinityDemitrius

user_7peqtq

XfinityDena

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