U

Wednesday, November 29th, 2023 1:38 PM

What happened to the $100 gift cards I was promised for transferring my mobile provider to Xfinity?

I find it extremely hard to understand why Xfinity has made it so difficult to honor their promo encouraging customers to switch mobile carriers to Xfinity.  Sometimes good deals are not always as they seem.

My wife and I spent last winter away from our house and had to put our tv and internet on vacation mode.  I contacted Xfinity on 13 June 2023 to have the tv and internet returned to standard operating mode.  During that phone call the Xfinity representative asked which company we used for mobile phone service.  When I told her it was not Xfinity, she told me of a great promo that Xfinity was running whereby if we switched our provider to Xfinity we would receive a Visa gift card for each phone, $100 for lower end phones, $300 for Google phones, and $500 for high end Samsung phones.  The gift cards could be used to purchase anything.

16 June 2023 – I contacted Xfinity regarding the $100 for our new Galaxy A14 5G phones.  I spoke with Corey, a Xfinity representative, and asked when we could expect to receive our $100 gift cards.   He was very helpful and seemed to be “up to speed” about the promo.  He checked our account and told me that the gift cards would not be mailed out until 30 days after activation, therefore on or about 30 July 2023.

12 August 2023 – I spoke with Bob, a Xfinity representative, and asked him why we had not received our gift cards.  He checked our account and said that the gift cards would not be mailed out until 90 days after activation, i.e., approximately 31 October 2023.

16 November 2023 at 1538 – I called Customer Service at Xfinity regarding the gift cards and spoke to Jhea, I think.  She went to our account and saw a record of 2 phones purchased, sent via US mail, and a delivery delay and she recommended that I call Xfinity Mobile Care at 800-526-3268.

16 November 2023 at 1539 – I spoke to Ira, a Xfinity representative, about my case and asked where the gift cards were.  She passed me on to a second representative, whose name I did not get but who sounded like Jhea.  She said that the $100 gift cards were for customers who transferred their mobile account to Xfinity using their existing phones, not for purchasing new phones!  At this point I was extremely frustrated and explained that the promo quoted to me back in June made it quite clear that the gift cards could be used to purchase anything, including new phones!  She said that, unfortunately, we would not be receiving the gift cards.

This whole scenario makes absolutely no sense.  There are several questions I still have:

  1. Why did Corey state on 16 June 23 that the gift cards would be sent out 30 days after activation, yet when I spoke to Bob on 12 August 23 he said that the cards would be mailed out 90 days after activation?
  2. Why did the original representative who told me about the promo not make it completely clear that I was not allowed to purchase new phones and activate them with Xfinity?
  3. I was told that the gift cards could be used to purchase anything, but not the phones; however, it was impossible to use the gift cards to purchase the phones because the gift cards were scheduled to arrive 90 days after the phones were activated, by that time my credit card account would have gone through three billing cycles, unless Xfinity was willing to wait three months for their payment.

It seems that this whole program was poorly run, the staff were poorly trained on the details of the program and how to answer customer’s questions accurately…or it was all a ruse? Unfortunately, I did not receive detailed written information about the program via mail or email. Lesson learned; it’s time to find a more reputable company.

Official Employee

 • 

1.7K Messages

5 months ago

 

user_3rrqrw

Hi there! Our awesome digital care team would be happy to assist you. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

 

2 Messages

Unfortunately I was disconnected from my conversation with Airelle.  How do I get back to that conversation?

Official Employee

 • 

1.7K Messages

@user_3rrqrw

 

Hey there! You can just go back to your messages and reply to the same thread 🙂

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

1 Message

5 months ago

I have also been told I wasn’t eligible after being promised over 5 times. Then after 90 days was told I needed to have the same phone on account even though I bought 2 new phones from Xfinity mobile. Yes they are a scam and I’m contact 7 on your side and putting these scammers on blast. Never again Xfinity.

Official Employee

 • 

898 Messages

@user_y5vz31 I'm sorry to hear about your experience with a Xfinity Mobile promotion. You can check the status of any Xfinity incentive here. Also, I suggest reaching out to the Xfinity Mobile Team directly if you feel you qualified for a promotion, and didn't receive it. 

 

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


• SMS Text Message: 888-936-4968
• Phone: 888-936-4968
Xfinity Mobile Website
Direct Chat

 

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

3 Messages

3 months ago

That's CRAZY!!!! I am going through the exact same thing!!!! I signed up a new line and brough my own phone over the summer because of a promotion saying I would get $100 gift card! Never came. I chatted over and over and over and was told that I needed to be patient, it was coming. I'm chatting with someone right now that is now telling me that the promotion was different and I didn't qualify. Customer service is a JOKE

Visitor

 • 

2 Messages

3 months ago

I too am having this problem!  Xfinity sent me an email that my $100 card was on it way, I would receive it in 7-10 business days… That was 12/13/2023… it is now 2/06/2024, and still no card!  I

called and was transferred 3 times, and the second rep was going to just give my a number to call, to which I insisted that he connect me, this is “service”??

I also contacted them by email with promise that I would here from Xfinity within 3 business days… sigh…

1 Message

2 months ago

I switched 5 phones from Verizon to xfinity. They told me I would get a $100 for each line that I switched. I never received a gift card like they told me I would.

Official Employee

 • 

825 Messages

@user_xnrxpj Hi there! Thank you for sharing the trouble that you have had with receiving the promotion for bringing your own device. I'm sorry that we have started off on the wrong foot. I would love to help out! We have limited access to our mobile side, but we have been successful working with our peers to assist our customers. Have you been in contact with our mobile experts yet? They are available by phone or texting 888-936-4968, or have you reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile

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

1 Message

20 days ago

I just switched over to Xfinity mobile a week ago and was promised 2 $100 giftcards.  I was told I should receive them in a weeks time.  After calling I was told by a different rep that the gift card promo expired a week before I switched my service and I wasn’t eligible.  After complaining to switch back to T-Mobile for being misled, I was told that they would escalate the issue and I would receive a call to resolve the situation.  I called back the following day only to find out my issue had not been escalated and was told that I do qualify and just needed to wait 90 days to receive the cards.  So 2 days ago I went to leave feedback at an Xfinity Support site that you can find by googling ask Tom K.  Once I signed in and left my experience with Xfinity mobile, I received an email later that evening stating that they handled Xfinitys residential services but they escalated the situation to Xfinity Mobiles corporate contact.  Today I received a call from Gabriel from Xfinity corporate, her number is +1 (888) 934-6489.  She told me that there was no gift card promo when I signed up but since I was misled she issued a $200 credit to my Xfinity mobile account immediately.  Give her a call or leave feedback for Tom K and someone from his office will assist you in contacting Xfinity Mobiles corporate offices.  The people telling customers lies are sales agents and Xfinity Mobile or Xfinity residential corporate offices, have no idea of the lies these folks are telling people to get them to switch their mobile service to Xfinity Mobile.  Hope this helps.

1 Message

16 days ago

I have not receive my $100 gift card either.

Official Employee

 • 

587 Messages

 

user_qut6aj Hi there! Thank you for sharing the trouble that you have had with receiving the promotion for bringing your own device. I'm sorry that we have started off on the wrong foot. I would love to help out! We have limited access to our mobile side, but we have been successful working with our peers to assist our customers. Have you been in contact with our mobile experts yet? They are available by phone or texting 888-936-4968, or have you reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile

 

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
forum icon

New to the Community?

Start Here