Visitor
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6 Messages
Charged for an account that doesn't exist
I transferred my lines from xfinity mobile back in July of 2026. I received a bill in September 2026 and a bill for October 2026. I've called 3 times so far and the last time I called the customer service rep confirmed that the lines were transferred out in July, but as I was still being charged I called in September for a refund and to remove my auto pay. The rep states that the last line was not canceled, but I confirmed with them that when a line is transferred out using a transfer pin, that cancels the line. So they are telling me I have no lines, yet still trying to charge me. I now have to go into the store to complain to get the charges refunded.
Why is this a thing? If you can confirm that lines were removed why are you telling me that the system won't let you refund it? Terrible process
XfinityAirelle
Official Employee
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3.7K Messages
1 month ago
We can understand why you're frustrated, especially after contacting us three times about charges for lines that were transferred out back in July. You've already had a representative confirm the transfers were completed, so we understand why being told you still owe money, but can't receive a refund, doesn't make sense.
When a mobile number is successfully transferred to another carrier, the associated Xfinity Mobile line should automatically deactivate. However, there can still be final billing adjustments or remaining charges depending on the billing cycle. That said, we wouldn't expect you to keep paying monthly service charges for lines that are no longer active.
What concerns us is that you've already brought this to our attention, yet you're still receiving bills without a clear explanation or resolution. We don't want you making another trip or repeating the same information without understanding what's preventing the charges from being corrected.
One thing we'd like to clarify: On your September and October statements, are the charges specifically listed as monthly mobile service charges, or are they showing under another category? That distinction will help us narrow down what's happening and determine what needs to be reviewed to address the charges and any refund owed.
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