Visitor
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2 Messages
Chat Rep Added Unauthorized Mobile Line & Doubled My Bill While Promising "Savings" - How Do I Fix This?
I contacted Xfinity chat support for a simple eSIM to physical SIM swap.
What happened next was a masterclass in deceptive sales tactics that doubled my monthly bill.
BEFORE:
- Cable: $45/month
- Mobile: $50/month (1 line)
- Total: ~$95/month
AFTER:
- Cable: $85/month
- Mobile: $70-98/month (NOW 2 LINES?!)
- Total: $155-183/month
THE LIES:
1. During the chat, agent Aasma suddenly pitched a "better" plan:
"amazing plan for you where your mobile services and internet plan will all be covered for $85"
2. When I questioned the obvious rate increase, the agent promised credits that would supposedly make everything cheaper than before:
"Since you were on a promotional plan, it was free for you, so no need to worry. Once we are done with this, I will add the promotional plan where you will receive a $40 mobile line discount by applying the code to your account"
3. To make matters worse, an additional mobile line mysteriously appeared that was never disclosed or requested:
- "Unlimited Plus Home (0.0 GB) [Edited: "Personal Information"]
I haven't used ANY Xfinity Mobile service since March 2025 (no need for it) and only reluctantly agreed to keep the line when I opened my cable account because it was under $10 extra due to discounts.
Now I'm paying for TWO lines when I don't even use ONE, and my bill has doubled.
I never asked to change my plan. I was perfectly happy with what I had and what I paid.
The agent promised savings and better service.
I see no improvement in service, but I definitely see my doubled bill.
What's the best way to fix this mess?
I've never trusted call center reps, and after being exploited by this chat agent, I have zero trust in this support channel.
Are there any email addresses or secure messaging options to reach Xfinity?
Anything but snail mail and faxes?
Thanks folks!
Accepted Solution
XfinityMatthew
Official Employee
•
319 Messages
2 days ago
Hello dimshere , I'm sorry to hear about the experience with the chat agent. We would be happy to take a look into the mobile and billing issues for you. Please send a direct message with your full name and the address to get started.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
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