4 Messages
Device Upgrade and $830 Promo Credit?
I am trying to upgrade my existing phone with the promo showing online... Here is what it shows, but when I go to checkout I am not getting the full $830 credit. Please help.
4 Messages
I am trying to upgrade my existing phone with the promo showing online... Here is what it shows, but when I go to checkout I am not getting the full $830 credit. Please help.
user_zg1zed
2 Messages
5 months ago
Misleading Promotion and Unresolved Billing Issues
Dear Xfinity Customer Support,
I am writing to express my deep frustration and disappointment regarding a switch promotion I was offered by one of your representatives. I was assured that if I switched from AT&T to Xfinity Mobile, your promotion would cover the cost of my AT&T contract and that I would receive a refund within 4–6 weeks, including any deposit fees. Based on this information, I switched multiple lines to your service.
Unfortunately, none of this has been honored. I now have a $2,000 outstanding balance with AT&T, and one of my child’s lines has been suspended due to non-payment because I was unable to port all five lines. After following up, I was told that the promotional reimbursement would actually take 90 days — not the 4–6 weeks initially promised.
I recorded the original conversation where the agent assured me the transition would be seamless and that these issues would not occur. I’ve spoken to multiple representatives and supervisors, each giving conflicting information. The lack of clarity, poor communication, and language barriers have made it incredibly difficult to get this resolved.
I now face financial hardship due to this situation and feel misled and scammed into switching carriers under false pretenses. I request immediate assistance from someone who can take ownership and resolve this issue.
Please contact me directly to resolve this matter as soon as possible.
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XfinityWilliam
Official Employee
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1.4K Messages
4 months ago
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user_x5zczb
Visitor
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2 Messages
3 months ago
It’s not just $830 vs $351, it’s $830 vs ($351 + $400) if you port your number. If you port your number you get $400 over 24 months when you take the one time trade in offer or when you don’t trade in anything at all. So the $830 is really just $430 trade plus $400 discount, over 24 months. In order to get the additional (up to) $500 rebate you need to trade in the phone that’s shown on your current post-paid bill. Then they give you the device payment balance shown on the bill, up to $500. My Pixel 7 is paid off so I can’t claim any of the $500 rebate. It’s effective trade in value is only $100 ($500 offer - $400 discount padding), so I’m going with the no trade in $400 discount over 24 months and keeping my Pixel 7. (A hundred bucks, really?)
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