Xfinity mobile $250 device credits misinformation

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@Anh04 wrote:

I signed up for Xfinity mobile service on 11/23/19 at a local store. At the time, there was a promotion where I would get $250 off in credits if I buy a new phone from the store.

Because I planned to travel abroad in a couple of months, I asked the sales rep if I will be able to use the new phone outside of the US. The sales rep told me the phone will be unlocked only if it’s paid in full and the $250 device credits will be applied to my monthly bill instead. Following this advice, I paid for the phone in full.

 

Now a month later, my phone is not unlocked and the $250 device credits are not applied to my phone bill. I contacted customer support last week. A supervisor stated that the device credits only work in monthly payment plan and I was provided wrong information by the sales rep. I was told to bring this up with the manager of the store. I tried calling and visiting the store in-person but I still haven’t been able to contact this manager since last week.

I don't know who else to contact. Please help!

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hi  

 

i think  what they ment  too say was  250 gife card  not   $250 in  bill credit        any ways  in order too get the  250 gife  card  you need too port out your number    then has long has you keep up with your payment it would  will take  up too 90 days for  your gife card too come in the mail 

Hello Anh04,

 

Thank you for taking the time to create a thread on the Xfinity Forum.  My apologies for the situation you mention to have experienced.  It’ll be my pleasure to investigate this further for you.

 

I want to take the opportunity to clarify some of the details in question.  Regarding the promotions that entail device credits, snow7551 is correct, the credits themselves can only be applied to the device that was purchased on a device payment plan.

 

As you mention, you needed to have the device unlocked sooner rather than later, and so proceeded to purchase the device in full.  Aside from needing to pay the device in full, 60 days need to elapse from the activation date before an unlock request can be completed.  I’ve added the following link that outlines the requirements for unlocking a device;

 

https://www.xfinity.com/mobile/support/article/eligible-to-unlock-phone

 

Regarding the promotion in question, given the time frame you mention to have purchased your device, I located the promotion that was active in that span of time.  The promo reads as follows;

 

$250 Off Price of iPhone, Samsung and Google Devices

Start Date 11/15/19

End Date 12/08/19

Description:

 

Xfinity Mobile customers can qualify for a promotion worth $250 off the price of a new iPhone, Samsung or Google device on a new line of service. The credit will be delivered to the customer in the form of monthly bill credits spread over 22-23 months.

 

To qualify, the customer must purchase a new line of service with a Device Payment Plan (DPP), and an existing number must be ported/transferred and activated within 30 days of purchase. In this phase, the first credit will appear on the first bill after porting their number.

 

Additionally - Customers who pay in full for a device are not eligible for an extended promotion.

 

Know that I am available to do additional research on this if need be.  You can contact me privately by clicking on my name ComcastChrisL.  From my profile page, you’ll see a blue ‘send message’ button on the top right-hand corner of the page.

 

In your private message, please include your first and last name, the full service address, the mobile number, and the last 4 digits of the stored payment method on file.  After I authenticate the account and conduct the needed research. I’ll reach back out to you.   Thanks again for your time, and patience.

 

Sincerely,

Chris

Hello,

 

To restate my main point in the private message, the problem comes from the sales representative at my local store providing incorrect or incomplete information regarding the contract and promotion terms. If I had known that 60 days need to elapse before the iPhone can be unlocked, and the device must be on a Device Payment Plan to qualify for the $250 device credit promotion, I would definitely not pay for the iPhone in full on 11/23/19. I can just easily visit an official Apple Store and purchase an unlocked iPhone there instead.