Visitor
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6 Messages
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.
XfinityDilary
Official Employee
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449 Messages
8 months 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_cb9dcf
Visitor
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1 Message
8 months 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.
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user_77951c
Visitor
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3 Messages
8 months 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
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user_569d4a
Visitor
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6 Messages
8 months 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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17 Messages
7 months 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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user_569d4a
Visitor
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6 Messages
7 months 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_b1188b
Visitor
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2 Messages
7 months 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_569d4a
Visitor
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6 Messages
6 months 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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user_055704
Visitor
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2 Messages
6 months 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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tazman47
Visitor
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8 Messages
5 months 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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GeorgianSkye1
Visitor
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4 Messages
5 months 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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user_055704
Visitor
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2 Messages
5 months 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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5 Messages
3 months 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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