missing $40 for 12 months credit

i'm not able to resolve a billing issue. this is related to the $40 xfinity mobile credit for 12 months promo. i signed up for a new xfinity mobile line on october 15th, 2025. the promo was still active on that day. we're now approaching the date where the first bill will be generated. the $40 credit isn't showing up in the pending activities. i spoke to support over chat. they said the promo can't be applied, and tried to sell me an apple watch. i don't need a watch, just the promo to be applied, please. it isn't convenient for me to visit a physical store. i didn’t expect to be treated this way, being a loyal xfinity customer for so long. could you please help escalate my issue and resolve it?

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XfinityJustinC

Official Employee

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2.3K Messages

7 months ago

Hello, @bam152 thank you for reaching out over Xfinity Forums. You've contacted the right place for assistance, and completely understand the concern regarding the Xfinity Mobile free line promotion. If you've met all the requirements for the free line, it can take a billing cycle for the promotion to take effect. From experience, when working with customer, I've seen the discount typically shows on the 2nd bill. I found this forum post that has some related information: https://forums.xfinity.com/conversations/plan/xfinity-mobile-plan-for-a-year-free-was-a-scam-and-lie/6818d6a2ce99874d94ca6c3a

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bam152

Visitor

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2 Messages

i appreciate the response, but that link is 404. the 2nd bill has posted. the credits still aren't there.

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5 months ago

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XfinityJeff

Official Employee

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966 Messages

I am sorry to hear that you are still having issues with the mobile credit @bam152, we would be happy to look into this issue with you. Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it

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5 months ago

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user_52o2fh

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2 Messages

28 days ago

Did you ever get this corrected?
I signed up for a new Internet plan in 2025 and they pushed me to also add a mobile to my account so that I could get -40 off for 12 months. - the sim card is sitting here unused, I only got it for the $40 credit. I am missing all 12 months of the credit - overbilled $480, plus paying the few dollars for the sim card for 12 months for no reason. [Edited: "Language"] and customer service can't even grasp the issue, can't seem to understand the $40 credit and have no record of the terms of service which I read every word of the contract when signing up.

(edited)

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XfinityBillie

Official Employee

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4.2K Messages

user_52o2fh Thank you for taking the time to reach out to us here on our Xfinity Forums. I understand that you were expecting a $40.00 credit a month for having Xfinity Mobile. You mentioned you have a SIM card, did you ever activate the line? The discount offers do require line activation of the Xfinity Mobile service.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Was your question answered? Please, mark a reply as the Accepted Answer. tick

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26 days ago

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user_52o2fh

Visitor

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2 Messages

The activation might have actually been the issue.
Long story but I switched my plan up attempting to save money downgrading before I went traveling for months. Ended up with different internet and a new mobile.
1-2 day shipping (fedex or UPS i can't remember), had tracking turn into 4 days then 7 days - it got lost in the mail.

Xfinity eventually sent another after talking to them when they saw tracking was stuck - but by the time It arrived I was already out of the country.

I never even got to activate the home internet before leaving - I live alone, nobody else to do it.

I noticed my bill was missing the -$40 but I know talking to you guys takes 2 hours and I didn't want to do it outside the country.

And then I kind of forgot when I got back because so much other things to do.

It's all fixed though;

Called customer support and person was infuriating - couldn't grasp issue, any solutions were a joke - wanted to just sell me something new.
Finally fed up I asked for manager, who was also useless and did not help. So I asked to just cancel everything, I won't use you guys ever again.

So then the manager transferred me to Customer retention, guys name was David. I only had to explain the situation once, he backdated refund of my non-activated internet because it got lost in the mail and messed up etc.

Total time on the phone was over 4hours to get this straitened out - why I put it off so much.

I still have xfinity with new plans, only because of David was good at his job and an actual good human.

I wish I could help him more, and give negative points to those other people that just pissed me off.

(edited)

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26 days ago

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XfinityBillie

Official Employee

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4.2K Messages

user_52o2fh I'm happy to hear that you were able to get a resolution with David! I would love to get feedback and send it to the correct team so he can get the recognition he deserves. If you wouldn't mind sending us a DM to Xfinity Support with your full name and address I can get the interaction and make sure we send it off for him. :)

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon
Click the "New message" (pen 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.
A "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

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

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26 days ago

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Plan

bam152

missing $40 for 12 months credit

XfinityJustinC

bam152

XfinityJeff

user_52o2fh

XfinityBillie

user_52o2fh

XfinityBillie

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