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

6 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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4 months ago

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XfinityJeff

Official Employee

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910 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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4 months ago

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user_52o2fh

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2 Messages

2 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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bam152

missing $40 for 12 months credit

XfinityJustinC

bam152

XfinityJeff

user_52o2fh

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