Charges after cancellation

I signed up for Xfinity Internet in December 2025. At the store, the representative told me every internet plan included a free mobile line. I explained that I didn’t need it because I already had a business phone, but he insisted it was mandatory.

The internet worked fine until mid-2026. During the World Cup, streaming became nearly impossible, with constant buffering and interruptions. Technical support couldn’t fix it, so I switched to AT&T.

I went to an Xfinity store to cancel ALL services and return the equipment. They accepted the modem but refused to take back the phone, citing regulations.

A month later, I was charged $63.25, which I assumed was my final bill. Two months after cancellation, another $85.90 appeared. Customer service then informed me that my “free” mobile line was still active and I was now being charged full price because I had canceled the internet!

The representative said nothing could be done and that canceling would cost another $75. I called again the next day, and after nearly an hour, another representative got approval to cancel the line and waive the final charges.

But today, I received a bill for $336.09! Xfinity now claims I owe this for the phone they refused to accept when I canceled. I NEVER used this mobile line!

I offered to return or ship the phone anywhere, but they refused. Incredibly, the representative suggested I sell it online to recover my losses!

I returned to the store, where another employee simply told me it was unfortunate, but I had to pay and move on.

I’ve experienced bad customer service before, but Xfinity’s misinformation, unfair charges, and cancellation process are on another level.

Bad internet, ineffective technical support, and an absolutely terrible cancellation experience.