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"]

Responses

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XfinityJamesC

Official Employee

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2.7K Messages

8 days 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.

5

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user_3d6c46

Visitor

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9 Messages

I am still waiting of $75.02 refund and confirmation that I will not be charged until my one-year free line offer is complete

4 days ago

0

XfinityNatalie

Official Employee

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566 Messages

@user_3d6c46 Thank you for your response. We have sent you a direct message. Please respond in a direct message for further assistance.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

4 days ago

0

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user_3d6c46

Visitor

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9 Messages

I have an issue with my credit card regarding Xfinity. They are charging me $75 and some cents every month, but my Xfinity account shows a bill amount of $51 and some cents. I am only having a free mobile line with Xifnity so not sure why there is a charge, be it $75 or $51. When I raise my concerns, Xfinity issues a refund for $51, but it never appears on my credit card. This situation seems suspicious, and I want an immediate solution. This has been a recurring problem for me every month.

3 days ago

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user_3d6c46

Visitor

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9 Messages

Finally, I was able to connect with Joseph from Xfinity, who understood the issue and provided a solution. Thank you, Joseph, for resolving the problem and refunding the unnecessary charges.

13 hours ago

0

XfinityPeterH

Official Employee

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2.6K Messages

@user_3d6c46 Thank you for letting us know. Do you have any further questions for us?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

13 hours ago

0

XfinityAldrik

Official Employee

•

2.4K Messages

4 hours ago

Thanks again for reaching out to us @user_3d6c46! I’m really glad we were able to get everything sorted out after we reached out to our Xfinity Mobile experts. Have a great rest of your night!

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Billing

user_3d6c46

Billing issue

XfinityJamesC

user_3d6c46

XfinityNatalie

user_3d6c46

user_3d6c46

XfinityPeterH

XfinityAldrik

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