Visitor
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1 Message
Charged for an Xfinity Mobile line I never activated.
I signed up for a line last November. Since my old phone didn’t support eSIM, a physical SIM was mailed to me. I decided to get a new phone that supported eSIM, and a representative helped me set up the service using the digital SIM. They assured me that a second line would not be set up or activated on my old phone. I only activated and used the service on my new phone with the eSIM. However, I recently discovered that the unused line associated with the physical SIM has been billing me since January, despite never being activated or used.
I contacted a chat representative, but they said they could not reverse the charges. They only canceled the unused line. I’m looking for help getting the incorrect charges credited back, since this line was never activated or used. I can provide my account details privately if needed.
XfinitySean
Official Employee
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933 Messages
60 minutes ago
Welcome to the community forums, and thanks for reaching out, user_ut9wfn! I'm truly sorry to hear that the original physical SIM was left with an active line attached to it and you were left paying for something you weren't using. We'd be more than happy to look into what can be done to help! Please send us a direct message with your full name, name on the account (if different), and service address, and we'll get started!
How to Send Us a Direct Message:
How to: Direct messaging within the forum
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