Billing & Account Issues – Unauthorized Charge and Account Access Problems

Hello Xfinity Mobile Support!

I’m reaching out because I’m experiencing several billing and account issues that need clarification, and the Xfinity chat keeps disconnecting me, so I’m resorting to posting here instead.

1. Unauthorized $68.99 Charge

I was charged $68.99 on 11/15/25, but this charge does not appear anywhere in my Xfinity Mobile app or billing history. The only payment I should be billed for is $50.37, which I believe has already been paid.

Transaction details:

• Merchant: XFINITY MOBILE
• Amount: $68.99
• Date: 11/15/25
• Merchant Address: 1701 John F Kennedy Blvd, PA 19103

2. Text Message Saying My Account Was “Disconnected”

When I texted 266-278, I received a message stating that my account has been “disconnected” and that I owe $1.24. My Xfinity app shows that I owe $0, and my service is still active.

3. Website Showing I’m “Not an Xfinity Member”

When I followed the link provided in the text message and logged in, the site displayed a page stating that I’m not an Xfinity member. This is clearly incorrect, as my Xfinity Mobile service is active and I am being billed.

I would appreciate it if a support representative could review my account and clarify the following:

1. What is the $68.99 charge for?
2. Why did I receive a message saying my account was disconnected?
3. Why does the website say I’m not an Xfinity member?
4. Is the $1.24 balance valid, and if so, why doesn’t it appear in the app?
5. Please correct any errors and refund any incorrect charges.

For privacy reasons, I’d prefer not to share personal account details publicly. Please email me directly to verify my account and resolve these issues.

Thank you for your assistance, and I look forward to your response!

Best,

John R.