Visitor
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6 Messages
Billing issue
Hello Team,
I'm not sure why I'm being charged when I was promised a one-year free mobile line. Additionally, I cannot find this bill in my Xfinity account.
I have contacted Xfinity multiple times via chat and phone, and every time, agents have confirmed that I will not be charged and that my money will be refunded. While I am receiving refunds, it often takes multiple reminders to process them. I've been with Xfinity for seven years, and I find this treatment very disappointing.
This situation feels like a scam: I was promised a free line, but my credit card is charged a different amount than what is reflected in my Xfinity account.
I have attached chat transcripts with the agents for your reference. Unfortunately, I didn’t record the phone conversations, and when I asked a telephone agent to send me an email summarizing our discussion, I never received one.
It seems that there is a problem within Xfinity's system, but no one is willing to resolve it, leaving customers to suffer. I kindly request that you prioritize this issue and fix it immediately. It is very frustrating.
Thanks,
[Edited: "Personal Information"]
XfinityJamesC
Official Employee
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2.7K Messages
2 hours ago
Greetings, @user_3d6c46! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your free line promotion, and I want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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