Inconsistent information of mobile plan

I previously had an Xfinity Mobile line under an account where I was not the primary account holder.

Before starting a new Xfinity Internet service, I called to confirm whether I would still qualify for the $10 Unlimited Premium line promotion, even though I had used Xfinity Mobile before. The representative confirmed that the promotion could be applied. When I transferred my number to the new account, another representative confirmed the same.

However, I am now being charged $50 before tax each month. I contacted Xfinity Assistant and was told the promotion could not be applied. I then called customer service, and they again confirmed my eligibility, issued a $40 credit for the first month, and said my rate would be adjusted going forward.

The adjustment never happened. I was later told I would need to call every month to request the credit, but I still have not received the latest credit. I do not think it is reasonable to call every month for an issue that should be fixed permanently.

Could someone please help apply the correct promotion and issue any missing credits?

Responses

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XfinityPaula

Official Employee

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2.2K Messages

3 hours ago

user_gey75v Good morning! Thank you for creating the post and for reaching out to my team here on our Xfinity Forums for help with the mobile account and free line discount. I love the free line promotion, it's what hooked me into trying the service, and I am so excited that I did. Aside from the savings for the first year I was able to learn about the service and how well my coverage was even when traveling to our typical destinations.

Recently there have been some changes to the rules for the promotion and eligibility for our customers. I understand that you were not the primary account holder previously, but if the phone number that it currently in service now was the number from the previous account, that may make it ineligible for the free line for a year promotion.

Please do not be completely discouraged, I would love to try to help out and make sure that we honor when our peers sold you at the time and do everything I can to make sure the discount is applied. I expect my mobile peers to be able to review the calls / chats to confirm the offer and work to apply the credit.

For future reference and for anyone who may find themselves in a similar position, if you are offered a free line, and you are not a new customer to Xfinity mobile or your phone number was with Xfinity mobile under another account before you would not be eligible for the free line promotion for a year.

Can you please send us a direct message with your name and service address? I would love to help out and see what my mobile peers can do to make the needed corrections for us.

Here are the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start new conversation" (pencil and paper) icon
In the "To:" line, type "Xfinity Support"
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.

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user_gey75v

Inconsistent information of mobile plan

XfinityPaula

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