MOBILE DEVICE PLAN PAYOUT: 8/14 - 9/6/24 promotion

I switched from my old service provider to xfinity based on the promotion you were having. One of the promotional items was that xfinity would pay off the rest of your current cell phone, up to $500, if you do the switch. I did the switch on 8/26 and sent to xfinity the payoff amount for my cell phone from my old provider. Xfinity confirmed they got the necessary documentation on 9/5. It's currently 10/28, and despite several reach out to their customer support division, I still have not received my rebate card yet. Customer support has giving me the run-around, confirming they have the necessary documentation but there is a delay in their payout. The agent told me today that that I have to wait another 2-4 weeks for payments. That meant I have to shell out of my own pockets, the balance due on the cell phone that I had to pay off to my previous provider.

Well the terms were I have to be on their program for 30 days and I am well over that timeframe. I am seriously considering filing a FCC complaint as L1 Customer service support is totally useless. I have been an Xfinity cable customer for almost 30 years and I can't believe this is how they treat a long time customer. Is anyone else having this issue with the receipt of the rebate cards?

Responses

XfinityAldrik

Official Employee

•

2.1K Messages

6 months ago

Good evening @dmoneyng! We regret to hear you have been waiting since 8/26/24 to receive the rebate card. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (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.

2

0

U

user_srjfoy

1 Message

I have encountered same issue with buyout refund. I have transferred 2 lines from other carriers as of 1/1/25, and at the time of transfer agent didn't inform me about submitting last bill from another carrier. I have called many times to request and asked about the refund and finally, on 3/3/25 agent supervisor informed me to upload a copy of my last billing. I have two outstanding trouble tickets- #ECM0012395009 and #ECM0012795246. It has been the most unpleasant, time consuming, unreliable and under promised experience every with Xfinity service. Not to mention constant disconnect and interruptions of internet service. Only hungry to gain customers and do not have quality service established for customers.

Like

Reply

1 month ago

0

XfinityBrianH

Official Employee

•

1.3K Messages

user_srjfoy Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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