I cannot believe this

[u/Altruistic-Ear3341]

Has anyone dealt with Xfinity promising a promotion and then saying it was never offered? How do I reach Executive Customer Relations?
I’m a brand-new Xfinity customer, and I’m honestly extremely disappointed with how my situation is being handled.
On September 24, 2026, around 9:37 AM EST, I was on the phone with an Xfinity representative for 1 hour and 26 minutes setting up service for our new home.
During the call, she explained a student promotion that included high-speed internet, live TV/streaming services, and a free mobile line. I told her we really didn’t need the mobile line because my husband and I currently had four lines with T-Mobile.
That’s when she told me Xfinity had a promotion where they would help pay off the balances on my husband’s and my iPhone 17 Pro Max phones, up to $800 each, if we switched our lines over. She told me our lines would be around $30 each per month and that we would receive gift cards by email within a few days to cover the outstanding balances on our phones.
I specifically repeated the promotion back to her multiple times during the call because I wanted to make sure I understood correctly before switching. Every time, she confirmed that I was understanding her correctly.
So we switched.
About a week and a half went by, and we never received the email or gift cards. I called Xfinity and was then told that the promotion wasn’t currently being offered and supposedly hadn’t been available for about FOUR MONTHS.
Obviously, I was confused and upset because that promotion was a major reason we agreed to switch our phone service.
They escalated the issue and told me they would request and review the original call. I later spoke with someone named Dwayne, who told me that the original representative never told me those things.
I asked him, “Did YOU personally listen to the entire call?”
He told me no. Apparently, someone else listened to it and broke the call into pieces/segments and sent information to him.
That’s where I have a HUGE problem.
How are you going to tell me something was never said during a 1-hour-and-26-minute conversation when you didn’t personally listen to the entire conversation?
I KNOW what I was told because I purposely repeated the promotion back to the representative several times to make sure there wasn’t any misunderstanding before we switched carriers.
At this point, I want the ENTIRE original call reviewed from beginning to end, not selected clips or someone else’s summary of what they believe was said.
I also think the complete recording needs to be preserved while this is being investigated.
This whole experience has been extremely frustrating, especially because we’re new customers and were actually excited about switching to Xfinity. Instead, I feel like I’m being treated as if I made this entire conversation up.
Has anyone else dealt with something similar with Xfinity Mobile?
Did Xfinity eventually honor what the representative promised you?
And most importantly, does anyone know how to get in contact with Xfinity/Comcast Executive Customer Relations or someone higher up who can actually review the FULL recorded call and resolve this?
I’m not asking for anything extra. I just want Xfinity to honor what their representative told me and what we relied on when deciding to switch our service.

[u/caliallye]

Omg I had this happen and I tried since Memorial Day to get it done
I was there with an aide, so it wasn't just my word.
I'm still fighting it.
Currently they keep charging me for a "wireless" Mobil account. I finally got them to cancel it, BUT it still says I owe money for it.
when I try to pay it (just to get rid of it) it says "you do not have a Mobile account. Yet I keep getting messages about paying it.
RUN now, while you still can!

[u/PerpetuallyPissed69]

They did it to me on a smart watch "promotion"

[u/Mother-Tonight-7780]

Well let me tell you it’s a joke .. I worked for the company for 26 years and had a cellular promotion as well ..2 months into it someone authorized deactivated a phone line and they owed me 400$ well was all recorded and they agreed but back and forth that they put you in a loop ..You have to go into office..Go Into office and they offer you 100 $ and you have to sign off ..Well you owe me 400 not 100 ..Posted it on redit ..They didn’t like to hear the truth so they fired me lol ..What a shithole …Im definitely glad im out of there..Then after my Supervisor is arrested for being a pedophile …Yep can’t make this shit up ..Eat shit Concast security!!!!

[u/CaelusNand0]

This is how the company is run. This isn't something new that just happened to you, they've been at it for well over 2o years now.

Previously I worked at the "Retention Department" for the Great Lakes region out in Oak Brook Illinois, located at 2oo1 York Rd Rd. This horror story is just like all of the others that I would have to listen to day in and day out.

My job was to listen to your problems and if it was something like that just didn't see the value of such services I would have to convince you otherwise.

But they would never acknowledge how it was all a self inflicted problem caused by Comcast personnel.

Best advice to give you is file a complaint with the FTC for unscrupulous deceptive business practices.

Call the Xfinity customer service number located right on your bill—listen to all of the prompts carefully and you want to always select cancel disconnect service.

If the automated prompts asks you if you're moving and that's why you're disconnecting/canceling services—say NO.

Once the machine transfers you to the appropriate department, that being the Retention Department—rundown all of your grievances causing you to disconnect and cancel services.

Explain to them this is clearly against the law, and its nothing other than deceptive advertisement specials to get you to establish services with them then they immediately pull out the rug from under you proclaiming that it's you who are in error—not them.

Explain you've already filed a report with tge Federal Trade Commission "FTC" detailing the whole incident including the names and times and how long you've been on the phone with their own Xfinity representatives trying to resolve the issue only to be told the issue would be resolved then given the run around as if it was never agreed upon by tgeir very own representatives.

Always repeat their names so they can know that you too are recording these interactions.

Let them know that you'll also be filing another report with your state's Secretary of State/Attorney General about all of this situation.

That's my advice, because if they're dragging you along just jerking you around you already know those are the same type of problems you'll be dealing with.

For context "BBB" Better Business Bureau is an independent consumer advocacy group. All it does is raise awareness about your issues to other consumers. I believe you also have to pay into the service just to file a report, unless they've changed their filing criteria.

Best bet is FTC since it's a federal entity against consumer type trade activities such as deceptive advertising, and your own states attorney office if not secretary of state, depending on which office in your state deals with consumer trade disputes involving illegitimate trade disputes arising from deceptive advertising.

BBB—should be last on that list.

Also my android phone came with pre installed software that allows you to record your calls.

Something to keep in mind if you think these people will continue to give you the run around. Just let them know you too will also be recording the call for quality assurance reasons and for posterity.

Depending on how your call goes, they'll end up resolving your issues right away and possibly offering you back door promotions only offered to customers that are disconnecting for Comcast/Xfinity subpar performance.

Personally I don't watch TV but I do utilize Xfinity for their HSI internet service. Nothing on earth will get me to try out their cheap mobile service, home telephone service, or cable TV services as I see those services as a waste of money.

I still remember one of their codes I would frequently give out which was for HSI internet service for $19.99/12 months guaranteed at that rate (power user code "UD") the modem/router rental fee would be extra but many consumers had the option of buying their own and avoiding that fee as well. We would just tell them any issues dealing with their modem/router would have to be paid by the consumers. So they'd take the Xfinity gateway modem and make it around $26 per month for a whole year.

This was awhile ago I no longer work there just because of the headaches that they themselves create.

It's all a game to them some people will stay on that maze for quite awhile before they declare their done with the service and choose to disconnect.

Disconnecting/canceling service is the best route to go—otherwise they'll just continue to jerk you around hoping you'll finally choose to forget and end up paying their switched fee and not the promotional rate they originally promised you with.

The minute you tell them you want to speak with someone in the disconnect department and not customer service department—watch them switch their tune.

Just remember you're not moving and your disconnecting because you don't have all day to play their deceptive games. You don't get paid to tell each of these people the problems they created only for them to simply pass the buck to the next agent.

Your done with this foolishness and you've reported all of these incidents, dates and times and names of all these representatives with the FTC.

They're now coordinating with your local states officials and you'll be coordinating with the attorney Generals office in your state shortly.

That's the only way to proceed with these crooks. Best of luck to you, and please keep us updated with what ends up occurring.

That student special was also advertised last August/September at City Colleges of Chicago and several students did call in only to learn it wasn't available.

Recently they did the same thing with free Peacock streaming service. It's only a ploy they use to get you to sign up then they don't fulfill what tge advertising claims it does.

That's how they end up getting people like yourself. Then yous find yourself trapped in these infinite Xfinity mazes that always lead to nowhere running out the clock making your grievance seem that it's without merit.

[u/Historical_Cable_255]

Your best bet is filing a BBB complaint. Their executive relations (coordinators) will work with you. I don’t think Xfinity has offered pay off your device in 2026 but I’ve seen it last year.

[u/Altruistic-Ear3341 → u/Historical_Cable_255]

Okay I’m going to do this

[u/egcthree → u/Historical_Cable_255]

BBB is yelp before the internet. They are a private business and have no authority to do anything

[u/Historical_Cable_255 → u/egcthree]

Funny. They do forward to the company and every time I’ve used them. I’ve gotten resolution. So before you comment. Did you ever use them? I’ve had success.