Xfinity mobile plan - $30 internet discount issue

@XfinityRay​ Hello, I did call yesterday but got transferred 3 times and in the end got nothing accomplished. Being a 25+ year customer I expected better service. While I got confirmation that my gift cards will be sent 90 days after my mobile service was activated (March 21), I tried to focus on the $30 credit. I contacted Billing first but the gentleman I spoke to said he couldn't do anything for my current billing period basically saying he couldn't see anything for this deal and said the discount 'MIGHT' get applied next month. This didn't make any sense to me.  Since I wasn't getting anywhere with him I asked him to transfer me to the Mobile dept to figure out what plan was advertised at the time of my transfer.

I had to repeat the situation with the Mobile team and they said I might have confused the $30 discount with the Affordable Connectivity Program. I clearly remember the sales agent telling me that the incentive included a $30 discount on my Internet service and this was the tie breaker in transferring my service. The Mobile rep then suggested that I speak to Billing again to see if there is something they could do because I was a diamond customer so they transferred me back to Billing.

After repeating the background yet again the next Billing rep understood my situation but said there was no known deals that she could find that included the $30 discount. I asked how is it that when I called last month the Billing agent manually applied the $30 credit on my account and said it would be automatically applied monthly after that. She didn't know but for my troubles she said she would apply a $40 loyalty credit on my account for this month and that she would contact the Mobile team to see if they could assist further. It was at this time I was transferred again but at least this time the Billing agent gave the new Mobile rep all of the background info so I wouldn't have to. 

The new Mobile rep was very apologetic for my situation and said that after reviewing my account that there was no $30 discount offer at the time of my transfer. The only incentive was the $200 prepaid Visa card per line transferred. Needless to say I was very disappointed in being duped. After expressing my disappointment the agent said she could offer me a $20 monthly discount instead. I don't know if there is a current mobile deal for this amount being advertised but at least I would be getting some type of discount so I agreed. 

The call concluded after a total of about 1.5 hours and I was expecting to see the $40 discount applied on my cable/internet/phone account. It's a day later and I still see no credit. I can't tell you the level of frustration I feel at this point. I've been a loyal customer for a long, long time but this experience is making me reconsider moving all my services. I'm one that normally has the patience of a saint but this is truly a test. I'm hesitant to call again and waste a couple more hours getting the run around. I really need help from someone at Xfinity Billing that can assist. I'm going to wait another day to calm down and try again.

To anyone considering transferring their mobile service to Xfinity be very careful and get all the details in writing so that you don't have to go through what I am going through now. 

@user_52f19d I am sorry to hear that this was your experience. If you still need any assistance with getting in touch with the mobile team or issues with any of your other services, please feel free to reach out to us by sending a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.

As an update to my situation I ended up moving back to AT&T after receiving my gift cards last month. I was only able to get someone in billing to manually apply a $30 credit the first month after transferring to Xfinity mobile but wasn't able to after that. Maybe I wasn't persistent enough but after trying a couple times each month after the first month I gave up. It's a shame it came down to this since I haven't had any problems with my cable/internet/phone service with Xfinity. I thought maybe I just had an over-zealous sales rep promising this incentive for a commission but from what I'm seeing in this forum it appears to be something a little more widespread.

Hi, @user_dfa8fd. We're happy to look into the discount on your residential account. Can you please click the Direct Messaging icon at the top right of the page, click on the pen and pad icon and enter Xfinity Support in the "To" section of the chat and provide us with your first and last name and address so we may further assist you.

The gift cards are pending, but no mention of the $30 monthly cable credit.

Was the $30 monthly cable credit part of an Xfinity Mobile offer? If so, I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform.

Have you tried calling or texting 888-936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?