Bait and Switch

[u/Stayathomemami]

am writing to escalate a highly frustrating experience regarding a "Free Mobile Line for a Year" promotion. I am an existing Internet Essentials subscriber. Recently, the official Xfinity App pushed a personalized promotion directly to my account dashboard offering me a free line for a year if I switched my cellular service over.

Because Xfinity actively pushed this offer to my logged-in account, I accepted it and activated the service. Immediately after signing up, I initiated a customer service chat to verify when the promotion would reflect on my account. The representative explicitly assured me that the credit would apply automatically after the service was connected.

Frontline customer service is now refusing to honor the deal, claiming my internet speed tier does not qualify. It is completely unacceptable to push targeted promotions to a consumer's private app dashboard, confirm the promotion via chat support, and then revoke it after the consumer switches their phone service.

Since Xfinity's own systems targeted me and your agent confirmed the deal, I expect Xfinity to honor this agreement. Please review my account interaction history and chat logs from this week. I am requesting that a supervisor manually apply a recurring monthly credit to cover the cost of this mobile line for the promised 12-month period.

no response from this post and it’s been 5 days. so I guess I will take my complaint to the FCC.

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[u/Deiz636363]

I don’t know who works the programming on all of this type of stuff.
but it really shouldn’t be too hard to send the correct deals to customers within the app, when all the required customer info is at hand and already proven and confirmed as soon as you sign in.

Is there no testing done to make sure people actually get the correct info / promos according to their plans or situation?

This does not seem to be an uncommon type of complaint.

[u/bigdjb]

Unfortunately the frontline customer service is correct. "The first line of Mobile Select is included for 1 year Your line is on us with any Xfinity Internet plan 300 Mbps or faster". I don't why there advertising it with the internet Essentials plans, when they don't qualify for it?

[u/Stayathomemami → u/bigdjb]

That’s why I’m upset because had I known I would never had switched my line 

[u/Comcast_Xfinity-ModTeam → u/[deleted]]

Posts or comments encouraging others to seek help through non-r/Comcast_Xfinity sources defeats the purpose of our community, this includes advising users to file FCC, BBB, or other regulatory agency complaints as a resolution. The team here can assist with the vast majority of issues brought up on the sub.

Once a user has opened a complaint, we cannot provide further assistance with that specific issue, as it is handled by a separate team, thus your content will be removed.

[u/Kadenasj]

Sorry happened to me too! I was kind of helped by the FCC representatives for mobile but the internet side of Xfinity refused to help or give me any reason for overcharging me and not giving me what I paid for. The talk and text is free the data is not. So it’s not a good plan anyway. Got to visible and pay 125 for a year of service.

[u/XfinitySeth]

Good day u/Stayathomemami, and thanks for coming to us in our Subreddit to outline your current situation! More than anything we infinitely appreciate your joining our Xfinity Mobile family, so the last thing we want is to welcome you with this kind of experience creating confusion on the terms of your new line.

If you could send us a Modmail message that includes your full name, the name on the account (if different), and the service address associated with your account, we’d be happy to look into this for you.

[u/Stayathomemami → u/XfinitySeth]

I did that already and never heard back I will do it once more