Visitor
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2 Messages
Was talked into a mobile phone to receive a discount on my internet bill, discount never came and now they say I can't return the phone
I contact the online agent to resolve another issue and was told that if I wanted to save money, just convert my landline to a mobile phone, then I could receive a discount on my internet bill for bundling. I asked multiple questions to ensure I wouldn't be caught off guard with hidden fees, then I agreed to the phone. The agent never stated I would only receive the discount if I ported my exact house number, just that the phone had to be activated to receive the reduction. After a week, I received a mobile bill, but no discount. I contacted customer service, they stated since I didn't transfer my house number, I can't receive the discount. I asked to return the phone, I didn't need it, since I wasn't going to receive a reduced bill, I don't want the phone. They gave me a discount for my inconvenience, then stated that they would be emailing me a shipping label. They label never arrives, but soon an email stating that I soon won't be able to return the phone if I don't ship it soon. I make another hour+ long call to customer service, they state that they will email me the shipping label, it never arrives. I then drive 30 minutes to my nearest store and try to return it there, they state they can't take it, it has to be shipped, but this is a common problem with their sales staff pushing products on people that don't need them, they would contact their Tier 3 team and try to resolve it, then gave me their cards. I wait a week then email them, wait another week then email again. Now I've had the phone for 2 months, I finally hear back and they state that I've had it too long, I will have to pay off the phone. I make another hour+ call to customer service and ask to speak to a supervisor, as I'm being transferred, the call disconnects. I am extremely frustrated, even if I lose speed it makes me want to look elsewhere for my internet needs, I don't want to give another dollar to a company that treats customers this way.
XfinityMarcus
Official Employee
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812 Messages
1 year ago
Thank you for taking the time to reach out to us here in the Digital Care team. You have reached the Xfinity experts who can certainly assist you with your Xfinity discount related concerns, @dandgage. Thank you for using the Xfinity Forum to reach out. We never want our customers to go through the experience you are describing here. Are you familiar with whether you were speaking with representatives on the Xfinity residential service side of things or with an Xfinity Mobile representative?
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user_f5no3o
1 Message
11 months ago
I am dealing with a similar issue. I received a mailing with quotes for signing up for xfinity mobile. The stated the price for two unlimited mobile lines and a discount for internet. What a joke.
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