Misleading info about BOGO line deal

@XfinityDena: thank you for the link. This is a new promotion that is being offered, not the promotion that @Krisdani24 and I were offered last year. But, even if it were the same offer and/or had the same exclusion, this information was not provided to us when we were convinced to transfer our mobile services. The agent(s) that made the offerings to us should have disclosed all information. And provided any restrictive terms in writing to us to allow us to make informed decisions. 

@XfinityDena​ it does but if you pull the recorded phone calls and hear what 3 different agents told, it should be honored. Why should we read the fine print when your agents obviously don’t. Recorded phone calls will stand up in court. Which I am willing to go to. I will not let Xfinity get away with not having integrity 

I am also understanding that that fine print was not in place last year 10/2023 when I was signed up and my service was transferred so I expect that someone that over ride the system and apply the discount will do so. It is called integrity and doing the right thing. It was not my mistake or the other posters mistakes. It was your company and your employees. A mistake that will cost me 360$. An amount that I am willing to take to small claims court. It’s not the money but it is the principle of this matter. Right is right and wrong is wrong. 3 agents told me I would get this discount. 

@Krisdani24 Let's see if we can help in a different way. Please send us a direct message with your full name and service address. 

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

• Press Enter to send your message

@XfinityJodie​ 

I have done this and have gotten no reply. I see my bill for February and the discount is still not there. I see many many people having the same issue. We all signed up for this promotion around the same time. It’s all over the internet if you care to search for yourself. I am 1 and a thousand. Looks like a class action lawsuit can be filed if we are not credited with this promotion. Your supervisors should be able to find away around the system and be able to enter it in the system. I understand the system is not letting the agents put in the discount at this point but there is a way around that. 

@user_gqprob, thanks for using the Community Forum to reach out. We can definitely assist you with your billing related questions and concerns. I would like to personally ensure we get this billing issue resolved for you as quickly as possible.

This is helpful info! I will hold them to this standard and keep updated what comes about 

Hey there, @user_lr3lrc. Thanks for reaching our team on Forums regarding your Xfinity Mobile concerns and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform.

Have you tried calling or texting 888-936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?

I also recorded my phone conversations and have copies of the deal I signed and have copies of transcripts where agents told me I would get the BOGO discount and discount on my internet plan. When I called explaining that I have all of the evidence saying I should be getting this deal they told me they dont care what evidence I had or recordings I had I would not be getting the deal that I signed up for lol. I have never had this bad of customer service anywhere. 

Yeah, it's really deceptive. They encourage you to get xfinity mobile through the phone calls, and then ram you with "Oh wait, you can't have B1G1 free because of this", and ONLY after you get your first bill.

@user_n5rapr​ I finally got to this step after calling once a week. They finally said that if I call once a month they will give me the 30 dollars off a month. It's insane how much work that we have to do in order to get what we signed up for. Pretty sure it's illegal how they've tricked a lot of people to sign up for this bogo offer. 

@user_n5rapr​ I was told the same thing, and on 1-3-2024, a "supervisor" told me she would put a note on my account indicating I would receive a $30 credit every month until October.  The kicker here is I have to call every month to get the credit.  Well, each month I have called (or online chat because then there is a transcript), the agent has given me the run around and will not give me the credit until I ask for a supervisor several times.  The chat I had yesterday took longer than an hour, and the agent kept giving me the same excuses, along with a new one (i.e. that I was paying for the Unlimited Plus line and trying to get the Unlimited Intro line free--she said they both had to be the Intro line free--which it doesn't according to their website!).  When I told her I wanted a supervisor (in all caps!) and then said I would escalate the issue to my state's Attorney General, I suddenly was disconnected (my internet went down for 2 minutes).  I was reconnected to a new agent who promptly gave me the credit.

I don't understand how only one offer can be applied (the internet discount OR the BOGO) since the internet discount is automatically applied, and when I signed up, you HAD to have internet in order to get the mobile service.  So, logically, the only offer you would be able to get is the internet discount which, shockingly, is less than the BOGO promotion!  It seems as if Xfinity is engaging in deceptive practices.

@user_w06c6n​ my biggest advice is to pick through the contracts with a fine tooth comb, they gave me $30 back for ONE single month, still costing me $330 extra a year due to their lies and if I drop their contract I have to pay over $1000 up front for the phones the guy told me the extra $30 a month is "no big deal"

This sounds like fraudulent practices and I don't know why they are allowed to continue to do this.  The same thing is happening to me and I am currently on the phone AGAIN and being transferred from one agent to another AGAIN and I am done with this company.  Thus far, all that has been accomplished is to remove the $10 internet discount from my account so the BOGO can be restored.  They refused to give me the $30 credit for the month, even though I was told on January 3, 2024 by a "supervisor" that this would be done as long as I called to have them manually credit my account.  Well, this month there was a "$60 credit reversal" AND they are refusing to credit my account.  So, my bill (which should be $67) is now $157.  I've been on hold while the agent "works on my account" for over 30 minutes now.  I am beyond frustrated!

I just got disconnected and cannot get back to customer support.  Over 90 minutes on the phone and the only thing accomplished is that I lost a $10 discount on my internet.  This company is reprehensible!!

I can't imagine how many people they scammed and we can't really do anything about it...

Hi there! This is not the experience we hope that any of our customers will have, and we are here to help. Have you been in contact with our Xfinity Mobile team? 

I wish to echo what others have said. I  have had Comcast at all my physical moves since 1984.  I know to call and see what the offerings are every year because I know xfinity does not value incentivizing existing customers to stay with the company.  So I called and was told that if I added cell phone service to my internet service we would get the internet for $15 and two cell phone lines for $30, a total of $45.  I have this in writing.

So I switched from tmobile  a provider I have been with since 1996 and was happy with. Unexpectedly they charged me $87 because I terminated one day past the start of the billing cycle.

This all happened in February 2024 and since then I have been trying to get the cell phone side of xfinity to live up to their $30 BOGO.  I have been screwed out if $300 by Xfinity abd another $87 by T-Mobile because xfinity's agent misled us.

It is now June and I have given up.  I will return to TMobile when able to do so without penalty because the xfinity cell phone service is inferior. I was getting a strong 5G signal at home with T-Mobile and now the only cell service I have is through wifi calling at home.

I hope that some attorney out there in cyberspace will start a class action lawsuit against xfinity.  If they do, please count me in.  I will be looking for avenues on social media to blast xfinity every chance I can.  If I can reach just one potential customer and dissuade them from xfinity cell service...