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user_569d4a
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6 Messages

Thursday, March 31st, 2022 4:26 AM

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Mobile Phone Incentive Disappeared

On December 7, 2021, I transferred my two mobile phone lines from AT&T to Xfinity. At the time of the transfer I was told by the representative who helped me that I would get a $200 Prepaid credit card for each phone I transferred and that this new incentive had just started on December 7, 2021. The time period since I did this is well over 90 days and I have not received any indication that I am getting those prepaid cards yet. I went to the Incentive Status website on March 15, 2022 and initially it said that my status was pending the completion of the 90 days and it also specifically stated that the incentive had started on December 7, 2021. Since the activation period is now well over 90 days, I went back to the Incentive website but now that status was completely removed. I then decided to do a Chat with an agent to see why the status had disappeared. The Agent informed me that the Incentive did not start until December 13, 2021 so I was not eligible. I have been with Comcast/Xfinity since 1991 and I am appalled that you would  any  Customer with this type of deception - tell them at the time of purchase one thing regarding an incentive, place the status of the incentive on the website as I was originally informed and then when the activation period is complete, change the incentive date! That is an awful bait and switch tactic that I never expected from Comcast/Xfinity. The Xfinity Forum seems to indicate that this same situation has occurred to other Customers over the same time period. I think that it is time that you correct this error and deception and rectify the situation by giving myself and others affected by this situation, the correct incentive as originally promised or if this incentive was some kind of error on Xfinity's part, that some form of compensation be provided to affected customers.

Question

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Updated 

3 years ago

1.1K

14

XfinityDilary

Official Employee

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2.3K Messages

3 years ago

Hello, @user_569d4a! Thanks for posting on our Community Forums to let us know about this situation. We are truly sorry to hear this has been your experience so far.  And we want to help make this right. Have you tried contacting our Xfinity Mobile team over the phone? Unfortunately, we have very limited access to Xfinity Mobile billing concerns here on our forums. But you can reach our awesome Xfinity Mobile team by any of these three methods:

 

- SMS Text Message: 1 (888) 936-4968

 

- Phone: 1 (888) 936-4968

 

- Chat

 

I'm confident that the experts on our Mobile team will be more than happy to assist you with this. Please let me know if there's anything else we can help with today.

 

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user_569d4a

Visitor

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6 Messages

@XfinityDilary​ I have tried each of your recommended approaches including going directly to a corporate complaint website,"Comments for Tom Karinshak" and the response is the same - "There was no such incentive in place at the time of your phone transfer".  Basically telling me that what I was told by the Xfinity representative who helped me on December 7th was incorrect and what I saw on the Incentive Status Website was not possible!  I am sure the rep who helped me saw something on his end about the incentive because I made the transfer without even knowing there was an incentive so he did not have to induce me with any kind of incentive to close the transfer.  Secondly, I know what I saw on the Incentive website screen for my status.  Thirdly, check this forum for incentives and you will see that this situation has happened to multiple users, not just me.  How can multiple Users be affected by the same situation and yet Xfinity sits there and claims this incentive appearing and disappearing did not happen?  So if you have another suggestion on how to resolve this matter for me and other affected Customers, I amsure we would all appreciate the help!

3 years ago

XfinityPaula

Official Employee

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1.5K Messages

@user_569d4a Thank you for letting us know that you have made those attempts. I'm sorry that we still have not resolved this trouble yet. While we do have limited access on the mobile side, I can create a request for the incentive to be honored on our side and track it to help with having the prepaid cards sent to you. If you would please send me a direct message with your name and service address, it would be my pleasure to help out in any way I can.

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

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 years ago

0

GeorgianSkye1

Visitor

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4 Messages

The call center records conversations (date/time/duration) of the caller/customer and Xfinity agent/employee. They can verify that their employee offered you the $200 Visa. The legalities of the situation being over the phone and you activating service with them at the same time (in most states) LEGALLY COMMITS/REQUIRES XFINITY TO FULFILL THE $200 VISA. Your requirement is keep the account active/good standing for minimum 90 days.  While searching past Xfinity Mobile $200 VISA offers, I noticed the details for each deal NEVER GIVES THE START DATE OF PROMOTION. VERY ODD. BECAUSE ALL PROMOTIONS/OFFER similar to Xfinity ALWAYS HAVE A START AND END DATE. 

"Note: Offer ends 6/21/2022. Xfinity Mobile requires residential post-pay Xfinity Internet. Offer limited to select/eligible phones only (click here to check phone compatibility). Must maintain the new line w/ an account in good standing for 90 days following your new activation."

Xfinity Mobile Offer: Switch and Receive $200 Prepaid Gift Card for Free when you Bring Your Own Phone and activate w/ a New Xfinity Mobile line when you scroll down to the 'Get $200 when you bring your phone to our network" offer link. Offer requires transfer of phone number from another carrier within 30 days of line activation.

(edited)

3 years ago

0

user_cb9dcf

Visitor

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1 Message

3 years ago

I had a similar experience, I transferred 5 lines and was only credited 3. Since I transferred my phone lines to Xfinity it has been a headache. My phones had no service, I had to purchase 2 phones because my phones were not compatible with Xfinity. I also spend several hours with them over the phone to set up my phones. I chatted with an Xfinity representative and she said that I was only qualified for 3 because I purchase two phones from them, basically not qualifying for BYOD. 

1

CCKorie

Problem Solver

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1.1K Messages

We would love to help and try to make things right as best we can @user_cb9dcf. Please contact our Xfinity Mobile direct team when you can.

 

You can contact them using any of the methods listed below:

 

SMS Text Message: 1 (888) 936-4968

Phone: 1 (888) 936-4968

Chat: https://comca.st/35NWKnh

I no longer work for Comcast.

3 years ago

0

user_77951c

Visitor

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3 Messages

3 years ago

Exactly the same thing has happened to me too...I was promised a $200 gift card if I get a new line with Xfinity mobile with my internet...that was in Nov 2021....I was talking to the agents afterwards and everybody told me my incentive is on track and I will get it after 90 days of activation....I never received it and and on following up I am being shuttled between Xfinity residential and Xfinity mobile each saying the promotion was by the other....Incentive center does not show any incentive due to me.

Seems like Xfinity has become a swindling organization, where they lure the customers with promises of incentive, never send a proof or enrollment in writing and now say nothing is due...I believe we need to unite and report this to news organizations and maybe file an unfair practices complaint with consumer protection agencies...I thought it happened only to me but seems it is happening to many others too

1

GeorgianSkye1

Visitor

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4 Messages

@user_77951c​

The call center records conversations (date/time/duration) of the caller/customer and Xfinity agent/employee. They can verify that their employee offered you the $200 Visa. The legalities of the situation being over the phone and you activating service with them at the same time (in most states) LEGALLY COMMITS/REQUIRES XFINITY TO FULFILL THE $200 VISA. Your requirement is keep the account active/good standing for minimum 90 days.  While searching past Xfinity Mobile $200 VISA offers, I noticed the details for each deal NEVER GIVES THE START DATE OF PROMOTION. VERY ODD. BECAUSE ALL PROMOTIONS/OFFER similar to Xfinity ALWAYS HAVE A START AND END DATE. 

"Note: Offer ends 6/21/2022. Xfinity Mobile requires residential post-pay Xfinity Internet. Offer limited to select/eligible phones only (click here to check phone compatibility). Must maintain the new line w/ an account in good standing for 90 days following your new activation."

Xfinity Mobile Offer: Switch and Receive $200 Prepaid Gift Card for Free when you Bring Your Own Phone and activate w/ a New Xfinity Mobile line when you scroll down to the 'Get $200 when you bring your phone to our network" offer link. Offer requires transfer of phone number from another carrier within 30 days of line activation.

3 years ago

0

user_569d4a

Visitor

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6 Messages

3 years ago

I have responded via Direct Message to Xfinity as requested in the response to my posts.  They are looking into the issue and will get back to me.  I will post again after I get a response.  I did ask why not correct this issue for everyone who is has posted with the same problem since it appears to be a universal problem but they said that they have to respond to each person's complaint on a case by case basis.

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user_bf64

Frequent Visitor

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19 Messages

@user_569d4a​ Thanks, I did the same.  Let's stay on them!

3 years ago

user_bf64

Frequent Visitor

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19 Messages

3 years ago

I had a similar experience to user_569d4a when I transferred 2 lines from Verizon to Xfinity.  I too, was told by the representative who helped me that I would get a $200 Prepaid credit card for each phone I transferred which was on December 8, 2021.  Today, May 2, 2022 I visited the store and spoke to the representative who helped me in December.  While she stated there is such an incentive going on now, it wasn't available in December 2021.

Back in December she stated it would take 3 months for the Prepaid Visa cards to be processed and sent to my home.  Now, come to find out, there was no incentive to begin with...or so I was told.

It's unfortunate since we were going to us the gift cards to upgrade one of our phones to a new iPhone.  Not now.

Something's fishy here, Xfinity.

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GeorgianSkye1

Visitor

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4 Messages

@bfidler64​

The call center records conversations (date/time/duration) of the caller/customer and Xfinity agent/employee. They can verify that their employee offered you the $200 Visa. The legalities of the situation being over the phone and you activating service with them at the same time (in most states) LEGALLY COMMITS/REQUIRES XFINITY TO FULFILL THE $200 VISA. Your requirement is keep the account active/good standing for minimum 90 days.  While searching past Xfinity Mobile $200 VISA offers, I noticed the details for each deal NEVER GIVES THE START DATE OF PROMOTION. VERY ODD. BECAUSE ALL PROMOTIONS/OFFER similar to Xfinity ALWAYS HAVE A START AND END DATE. 

"Note: Offer ends 6/21/2022. Xfinity Mobile requires residential post-pay Xfinity Internet. Offer limited to select/eligible phones only (click here to check phone compatibility). Must maintain the new line w/ an account in good standing for 90 days following your new activation."

Xfinity Mobile Offer: Switch and Receive $200 Prepaid Gift Card for Free when you Bring Your Own Phone and activate w/ a New Xfinity Mobile line when you scroll down to the 'Get $200 when you bring your phone to our network" offer link. Offer requires transfer of phone number from another carrier within 30 days of line activation.

3 years ago

0

user_569d4a

Visitor

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6 Messages

3 years ago

Update - I did a Direct message with Xfinity again today (2 May) and they said the ticket to provide a resolution to this issue is still open and that they will get back to me by 23 May 2022 with an answer.  I will wait and follow-up with them on 23 May and keep at this because their current answers to multiple users is not acceptable.  If more users who have experienced this problem, post their experience, perhaps they will see the light and come up with a good solution.  Otherwise, the only alternative is to take this up with some Consumer board or TV station that responds to consumer problems.

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user_bf64

Frequent Visitor

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19 Messages

@user_569d4a​ Thanks, I'll stay on them too.

3 years ago

0

user_77951c

Visitor

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3 Messages

I chatted with someone on the live chat and they told me to visit nearest Xfinity store to collect the visa gift card!!!! I visited the store and they told me that it doesn't work this way, and that chat employee just wanted to get me off her head so told me to visit the store!!!! In any case when I told the store employee of all the time I have wasted and my total frustration and distrust of Xfinity, he helped by raising an internal escalation ticket....now waiting to see the result of that escalation ticket....

I am still convinced that Xfinity is running a scam here!!!!

3 years ago

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user_bf64

Frequent Visitor

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19 Messages

Agreed...I'm chatting with someone now.  I expect the run around.

3 years ago

0

user_bf64

Frequent Visitor

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19 Messages

Here's the response I got today: "I have now opened the request with your local market. We are now looking further into the matter and will reach out once I have an update. We estimate that this issue will be resolved by: Sunday, May 15, 12: 26 PM. We appreciate your patience as we work to resolve this issue. I will make sure to stick with you until we get this resolved as well. In the meantime, do you have any additional questions or concerns for me today?"

3 years ago

0

user_b1188b

Visitor

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2 Messages

3 years ago

This is really infuriating!  I had the same thing happen.  Transferred 4 lines on 12/9/21 and was promised $200 per line (a total of $800) after remaining in good standing for 90 days.  During this first 90 days, each phone number listed $200 on the incentive tracker (as long as I fulfilled the 90-day requirement). Almost immediately after the 90 days was up, the tracker said "no record found" on each of them.  I have called the tracker phone line twice and chatted once with xfinity customer service.  Was told something different each time and getting the run around between customer service and the incentive line and still NO GIFT CARDS!!  Was told today that they opened a request with the incentive department, but I have no hope for that helping either since the chat and last call said they would be taken care of, but they weren't.  Has anyone actually received their incentives?  If so, is there any other number to call or person to talk to get them?  TIA! 

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user_bf64

Frequent Visitor

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19 Messages

@user_b1188b​ Open a Direct Messaging (small box top right near the sign in).  At the very least you can get a complaint in and get a a ticket number you can refer to.

I don't hold out much hope, even though Xfinity has a $200 gift card promotion going on now.

3 years ago

0

user_569d4a

Visitor

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6 Messages

Update - I am finally seeing some action!  I got an email from Xfinity on 20 May that my incentive of $200 for each of 2 phones that I transferred on 7 December 2021 was approved and that the prepaid cards would be mailed shortly!  I then went to the incentive tracker and it stated the exact same thing that the cards had been approved.  I checked again today (25 May 2022) on the incentive tracker and it stated that the cards had been shipped via USPS on 23 May 2022.  Unless USPS loses them, I would expect to see them in about 1 week.  I also saw a Direct Message from Xfinity providing the same information.  The Incentive Tracker update noted that the action was being done because of an "Open Ticket" on the issue - so I guess the forum/Direct Messaging with Xfinity may have finally paid off.  I will update when I finally see the cards in my hands!  So if you are in same boat as my issue, keep posting and Direct Messaging until you get some response!

3 years ago

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user_569d4a

Visitor

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6 Messages

3 years ago

Final Update - Problem solved.  I received my Visa Card today (05/27/22) for the $400 incentive. It took 2 months of posting comments and persistence but it was finally resolved.  It is unfortunate that this approach is what you have to do but it finally worked.  The unfortunate part is that others who have the same problem must do the same thing instead of Xfinity just solving the issue for everyone at once.  So if you have the same issue, keep at it!

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XfinityRay

Official Employee

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3K Messages

I am glad to hear that the card finally came, @user_569d4a. We extend our most sincere apologies for the time that took. We want things to be simple, easy, and awesome. Not drawn out, unclear, and time-consuming. We definitely submitted feedback from your experience so we can continue to improve and be our best. Thank you for all of the time and legwork you put in as well as for keeping the thread updated so we could learn from this.

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 years ago

0

user_bf64

Frequent Visitor

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19 Messages

@user_569d4a​ I was informed last week that I too will be receiving a Visa gift card in the amount of $400 for two cell lines I brought over from Verizon.  The cards haven't arrived as of this writing, but I do have that commitment in writing in an email.  This turned out to be a good forum. Thanks for the update.

3 years ago

0

user_bf64

Frequent Visitor

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19 Messages

Update - received my 2 gift cards today, each $200.  Too bad we had to jump through hoops to get them.  If you haven't received yours and you were promised, keep after xfinity.

3 years ago

user_055704

Visitor

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2 Messages

3 years ago

I’m having the same problem.  I transferred 3 phones over from Verizon.  Now the lady on the line with Xfinity knows nothing about this promotion on my account and this is my 2nd call.  The first call said to allow 90 days. It’s been since November.  How can they get away with scamming so many people.  I was told I would receive $400 back & still nothing! 

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CCLamont

Problem Solver

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519 Messages

Hey, @user_055704  I appreciate you taking time out of your day to reach out to us here on our Xfinity forums page. I will gather more information about the offer an next steps to make sure you receive it.

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or  https://comca.st/3EqVMu7

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

See  https://comca.st/3KQF8q9r fo an example.

I no longer work for Comcast.

3 years ago

0

tazman47

Visitor

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8 Messages

3 years ago

Deceptive indeed, intended or not. 

One of them offered three in his sales pitch, a $20 one-time credit, a $200 prepaid VISA card, and a $10 monthly discount for the cable/internet services. Upon the activation, which took nearly two weeks, another agent casually said it was misinformation. Even with a confirmation number for that guarantee, she patronizingly repeated that they were not responsible for the offers. Finally, I got a hold of her manager, and he was able to correct and confirm all the offers. I do regret my decision to switch. What a waste!

9 DAYS of HELL with over 2 DOZEN AGENTS for ACTIVATION

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0

GeorgianSkye1

Visitor

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4 Messages

3 years ago

The call center records conversations (date/time/duration) of the caller/customer and Xfinity agent/employee. They can verify that their employee offered you the $200 Visa. The legalities of the situation being over the phone and you activating service with them at the same time (in most states) LEGALLY COMMITS/REQUIRES XFINITY TO FULFILL THE $200 VISA. Your requirement is keep the account active/good standing for minimum 90 days.  While searching past Xfinity Mobile $200 VISA offers, I noticed the details for each deal NEVER GIVES THE START DATE OF PROMOTION. VERY ODD. BECAUSE ALL PROMOTIONS/OFFER similar to Xfinity ALWAYS HAVE A START AND END DATE. 

"Note: Offer ends 6/21/2022. Xfinity Mobile requires residential post-pay Xfinity Internet. Offer limited to select/eligible phones only (click here to check phone compatibility). Must maintain the new line w/ an account in good standing for 90 days following your new activation."

Xfinity Mobile Offer: Switch and Receive $200 Prepaid Gift Card for Free when you Bring Your Own Phone and activate w/ a New Xfinity Mobile line when you scroll down to the 'Get $200 when you bring your phone to our network" offer link. Offer requires transfer of phone number from another carrier within 30 days of line activation.

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0

user_055704

Visitor

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2 Messages

3 years ago

I direct messaged them here as I was told & no one is still helping me.  I’ve called & I’ve also gone into the store.  People keep putting me off.  This company is making promises they don’t keep.  It’s very frustrating. 

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user_2eb788

Visitor

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7 Messages

3 years ago

i am currently in a chat with a rep about this exact issue. this was an identical promotion they were running back in june. today, roughly 90 days after activation, the incentive mysteriously disappears from the tracker site. This is not the first issue I've had with Xfinity mobile trying to go back on a promised incentive. I keep getting transfered. 

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