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user_3ba7b9
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Friday, July 14th, 2023 3:27 PM

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not honoring credit

Summary of issue: Received a promotion where if I upgrade my phone I get a statement credit parsed over 24 months (with a bunch of legalize that I have to do X to receive ). I followed the rules but during activation the Xfinity rep did something wrong and credit never was applied. I have made many calls and keep getting resolution a manual credit is going to be applied in 3 days and you're all set. I have heard this 4 times and I keep calling with no resolution. Who do I need to speak to for resolution? The calls and chat help just aren't fixing this. 

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1 year ago

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user_3ba7b9

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3 Messages

1 year ago

Last call to get resolution for this issue. I was on a call with the Xfinity rep for 1 hour 15 mins - no resolution before he ended our call and said he would call back in an hour and give me update. We'll see if he calls back soon.

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XfinityThomasC

Official Employee

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2K Messages

Hello @user_3ba7b9

Thank you for reaching out for help with Xfinity Mobile service. To receive customer support, you'll want to reach out to our exceptional team of Mobile experts. Support information can be found here: https://www.xfinity.com/mobile/support/article/what-type-of-support-does-xfinity-mobile-offer#:%7E:text=Text%20an%20Xfinity%20Mobile%20Specialist 

You can contact our Xfinity Mobile support center via any of the following methods: 

 

  • SMS Text Message: 1 (888) 936-4968

 

  • Phone: 1 (888) 936-4968

 

  • Chat: https://www.xfinity.com/xfinityassistant/?channel=xMobile

 

Thank you for participating in our community. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

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user_b4025c

Visitor

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9 Messages

1 year ago

Same exact issue, even executive doesn't respond, don't know how xfinity's CS can be so terrible like this

1

user_3ba7b9

Visitor

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3 Messages

I eventually talked to a CS rep who dealt with the same issue before and he had his manager override something and set up the credit manually. It was way to hard to get this set up and he said when they activated the new phone the CS rep did some step on their side wrong and it didn't follow the rules of the promotion. Basically this was a phone upgrade discount and they didn't port number to the new phone but started a new line then ported my number over so it wasn't an upgrade but a new line in the system which discount was for an upgrade - not at all my fault but cost me way to many hours to get credit not happy at all on how it went down.

1 year ago

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