3 Messages
Xfinity Mobile: A Promotional Nightmare and Customer Service Letdown
I'm incredibly frustrated with my recent experience with Xfinity Mobile.
A month ago, I received their mail offer of the "one free line for one year" promotion. Later, I decided to transfer my number to Xfinity Mobile through online chat with an Xfinity Agent. During the online chat, I specifically confirmed the promotion would be applied to my new Unlimited Premium Plan. The agent repeatedly assured me it was added, and I even requested a transcript of our conversation for my records.
To my shock, my first bill arrived yesterday, charging me the full $55 for the plan.
I've spent hours today chatting with multiple Xfinity Mobile agents, all of whom initially claimed the promotion wasn't applied. Even after I provided the original chat transcript proving the agent's promise, not a single agent acknowledged Xfinity Mobile's error.
Their "solutions" have been insulting: a $40 one-time "Goodwill Credit" from one agent, and a discounted smartwatch from another. This is ridiculous. I don't want partial credits or gadgets; I simply want the promised free line promotion applied to my account.
After hours of back-and-forth with five or six agents, my issue remains unresolved. This is, without a doubt, the worst experience I've ever had with a mobile provider. As a loyal Xfinity internet customer for 12 years with no prior issues, I'm shocked by how terrible their mobile service is. It feels like a complete scam, and I'm sharing my experience here to warn others. Please think twice before trusting Xfinity Mobile's promotions.
Accepted Solution
michigance
3 Messages
10 days ago
Problem resolved! After my post, Comcast's corporate customer support quickly called me. Within 15 minutes, a helpful representative (whose name I regrettably forgot) clarified everything and kindly applied the credit, even though I made a mistake when initially applying the promotion.
I'm very happy with this outcome and appreciate Xfinity's support.
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user_e4d1d1
Visitor
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2 Messages
9 days ago
I wish I read this message sooner. I am writing to warn others about Xfinity Rewards program and overall Xfinity Mobile support. I'm incredibly frustrated with my recent experience with Xfinity Mobile.
I have been a loyal customer for close to 25 years and very frustrated with Xfinity Mobile regarding an event which occurred on 3/15/25. I contacted Xfinity mobile via their Xfinity Assistant and chatted with an agent to purchase an iPhone 16 Pro for my wife which proceeded without any issue. After this transaction, the agent informed me I have Xfinity Rewards and am eligible for 2 Apple Smart phone watches for free. I reviewed the fine print and stated they are not free because there is a 10 USD monthly line fee for each watch. I was told and assured my bill will not increase at all and my bill will be adjusted so there is 0 fee and 0 increase to my bill. I went back and forth several times before agreeing and then proceeded with redeeming the rewards. I saved the transcript from this day and it contains proof of the aforementioned statements.
Despite these assurances, Xfinity has billed me for the watches with line fees and a device payment. I have made numerous calls to their support and Xfinity Assistant. They have confirmed that the information provided by their agent on March 15, 2025, was incorrect, yet they have not corrected my bill.
To add to this situation, I contacted support in June on the previously mentioned matter, and then they ordered a replacement I phone for my phone and charged me! My call was about resolving the billing issue for the smart watches, and then a phone gets ordered. I couldn’t believe it.
I have formally raised a complaint with the Better Business Bureau and would like others to be aware.
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