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6 Messages

Tuesday, January 9th, 2024 4:35 PM

Misleading info about BOGO line deal

I called in October to cancel my cable TV services. While doing this the agent asked about my mobile service, which I had at Verizon at the time. She informed of the BOGO line promotion for new customers. My phone and my daughters was paid off so I knew I could switch. I agreed to do it because I would save me over 100$ a month. She also informed me I would a 20$ discount on my internet service that I was keeping. So of course I went for this deal. When my first mobile bill came out, the discount was not there. I called and spoke to an agent (male) and was told that before the bill was actually automatically paid the discount would be there. The first bill was paid and there was no discount. I called again and spoke to a different agent (female) and was told that I had to pay the first bill in full and the discount would be there on future bills. She said she could see on the account that I was supposed to be getting the discount. (completely different than what the first agent said). She said that the discount would show up around 1/7 or 1/8 before that bill is to be paid on 1/12/2024. I called today 1/9/2024 and was told that I could not get the BOGO line promotion because I was getting the 20$ discount on my internet and it would not let them apply the other promotion to my mobile billing. This is the third different answer I have gotten. The agent that signed me up and transferred my service never mentioned this.. She in fact knew I would be getting the discount on my internet and told me she signed me up for the BOGO line promotion. How was she able to sign me up if the agents now can't? OR did she know at the time she would not be able to and did not do it but led me to believe that she did? I am very upset at this point. Something needs to be done about agents that do not know what they are talking about or are just misleading for the sake of making a sell. I am seeing the other post on the forum about the same thing so I am not the only one. Xfinity should honor what is being told the customers by your hired agents. The agent I spoke to today did apply a 30$ credit for this month while he tried to figure out what to do. This is not good business practices at all. I will take this to the BBB if I need to. The only thing that will make this right is if the discount is applied for the 12 months like I was told it would be by 3 different agents. 

Official Employee

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1.9K Messages

1 month ago

Thank you for reaching out @Krisdani24. I am sorry that you feel you are getting the run around with information regarding the BOGO offer with Xfinity Mobile. If you were to look at the pricing and other info on the offer with the link: https://www.xfinity.com/mobile/learn/deals it does state the promotion may not be combined with other service offers.

 

Due to account security, our options with Xfinity Mobile accounts are very limited on this platform. We're unable to perform any device or account specific requests over this platform. Please reach out to our Xfinity Mobile team with the options below. 

 

Text Message: 1 (888) 936-4968
Phone: 1 (888) 936-4968
Chat: xfinity.com/xfinityassistant/?channel=xMobile

 

9 Messages

@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. 

6 Messages

@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 

6 Messages

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. 

Official Employee

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1.3K Messages

@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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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6 Messages

@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. 

9 Messages

1 month ago

This is the exact problem I have been having.  Here's the link to my post:

https://forums.xfinity.com/conversations/billing/billing-problem-not-receiving-offered-promotion/65a2a4008f01ac51ddb93a23

I wasn't sure where to post and ultimately posted in Customer Service / Billing. 

2 Messages

1 month ago

I have the same issue but with my internet right now 

2 Messages

1 month ago

I have the same issue. They told me my internet bill would be $5 more a month and now it’s $75 more a month for upgrading. They won’t help me change it back unless I pay the full amount which is now $245 when I payed $200 already in the past month 

Official Employee

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378 Messages

@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.

 

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

2 Messages

22 days ago

I am going through this exact same situation with my sister. It’s incredibly frustrating and there should be systems in place to protect the customer. 

Misinformation is a form of manipulation. And for what? If the agents don’t know the product that’s Xfinity’s issue, and if the agents do know the products but are lying about promotions, that is STILL Xfinity’s problem. How does this in any way fall on the customer? 

5 Messages

21 days ago

I have the same exact issue. I signed up for this promotion because I was told I would get $20 off my home internet in addition to the free ($30) line. The agent I chatted with said it would show when my credit card gets charged. Today, the agent said since I was getting the $20 discount, that I don't qualify for the BOGO offer. This is wrong.

Visitor

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1 Message

21 days ago

Xfinity did the same thing to me a few years ago the agent sold me promotions that were not available - fortunately, I recorded the conversation so Xfinity had to honor what the agent said. 

2 Messages

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

Official Employee

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1.2K Messages

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 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

Visitor

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6 Messages

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. 

8 Messages

11 days ago

If you call enough times, Xfinity will respect your persistence and will apply 30 dollars as discount on each billing cycle. Basically, agent suggested me to call them 12 times (once every billing cycle) to get the 30 first credit for the line (Total 360 dollars).

2 Messages

4 days ago

I’m having the same exact issue. I originally called for internet/Wifi service. They said they have a promotion BOGO for New Customers if I switch my mobile service and add an additional line I can pay for 1 $30 for 2 lines for 1 year then $60 for both lines thereafter. This was January  17, 2024 I said I’m happy with my current mobile service, but I’ll think about it then call you guys back. So after speaking to my son he said well you can add my phone and we can split the bill. I said ok so I called them back and I got all the information they needed so my son & I can switch over to Xfinity mobile. Here we are February 19, 2024 I’ve called and chatted with multiple people/ customers service representatives who sound nice and promising but they all have been lying. Every 12/24 hours after a chat and/or call I find myself constantly contacting [Edited: "Inflammatory"]! They gave me a $20 credit to my Internet service as a gesture of goodwill! As if they is resolving the main issue! They’re charging me $84.88 when my bill should only be $30!  I have no choice but to report them to the Bette Business Bureau for false Advertising! [Edited: "Inflammatory"] They make promises while we’re hoping this one agent will honestly do their job and correct this issue. This is the last time I’m waiting 12 to 24 hours later to see if my bill has been updated! If not I’m taking my card information off my account and taking further action! I advice anyone thinking of signing up with Xfinity to [Edited: "Inflammatory"]

(edited)

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