Visitor
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1 Message
Lost "1 year free line" promo due to Xfinity shipping error / order cancellation
I’m reaching out because I need someone with the authorization to fix a promotional mistake made by Xfinity support.
Recently, I bought a new phone and signed up for the "one year free phone line" promotion. Xfinity accidentally shipped the phone to my old address by using my billing address on file instead of my current service address. I called multiple times to fix the delivery address, but instead of correcting it, Xfinity just cancelled the entire order and refunded me.
Because the system cancelled everything, it sended me an email for both the phone and the line as being refunded on my end. The line was never even activated, but the system now shows my one-year free line promo was "used up." Even though this was entirely an Xfinity shipping error, your support agents are now telling me I have to wait a whole year to be eligible for that deal again to buy the same phone. That makes no sense since I was fully eligible when I signed up, and the cancellation wasn't my fault.
I have gone to local Xfinity stores multiple times to get this sorted out. The store staff tried to help, but they told me they don't have the tools to manually restore a lost promotion.
This has been incredibly frustrating. I just want to buy my phone and get the line I was promised. Can someone please look into my account and manually put the "one year free line" promo back on so I can place my order today?
XfinityLinda
Official Employee
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2.9K Messages
10 hours ago
Oh, wow. This sounds like a frustrating experience, @user_wih35c. I would be sad too if I couldn't order my new phone. We gladly review the account and see how we may be able to assist with this dilemma. Please send your name and complete service address in a Direct Message.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon in the top right corner
Click the "Start new conversation" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
Find instructions to reach us here: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
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