1 Message
Collections
We are very disappointed in Xfinity. We used them for Wifi then we started getting charged for their mobile plan when we did not enroll in their mobile, and only inquired about the program when the customer service rep was telling us about it. We did not change cell phone carriers nor did we activate service with Xfinity mobile so why were we getting charged for their services? When we contacted them to dispute the mobile charges it was a nightmare.
Then we decided to cancel our Wifi service and we were told there are no additional charges. Months later we receive a bill for an outstanding balance, we contact Xfinity and they say there is an early termination fee - what? This was never disclosed or mentioned when we signed up initially for wifi it was month to month and there was no contract. We contact Xfinity again to make sense of this nonsense we are told there are no extra charges that the bill was still being adjusted and it will be zero. A month or two later, we start receiving collection texts, we contact the number and they said it is for Comcast/Xifinity - what?! Why are we being sent to collections when we had a zero balance to begin with?! This is unacceptable and unethical. Please fix this situation. Calling collections was a waste of time, they said they would send the bill of what they are collecting on but it was never received by email. Your customer service takes a long time to deal with and you get a different answer from different reps. From the mobile charges for a service we did not request to now charges for Wifi we cancelled and were told there are no extra fees. We will not use Xfinity again and will warn everyone we know about them.
XfinityJustinC
Official Employee
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1.7K Messages
2 years ago
Hello, @user_b9cdv4 thank you for taking time out of your day to create a post, you have contacted the right place in regard to the collections' notification. I completely understand where you're coming from, if I received an unexpected collection notice I would be frustrated and reaching out as well.
If there was an early termination fee with a promotion for residential service, we should be disclosing that information on the disconnection of the account. I know you mentioned not signing up with Xfinity Mobile, but do know that without active residential service the $25 line access fee for Xfinity Mobile is billed per line: https://www.xfinity.com/mobile/support/article/how-to-add-a-line.
I did want to help get the proper expectations set up that our options with Xfinity Mobile accounts is very limited due to account security. We are unable to help with Xfinity Mobile billing, but would like to investigate the early termination fee and collections notice.
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user_2vgunr
1 Message
2 years ago
[Edited: "Inflammatory"]. There are so many posts about this or something similar. AND xfinity closes the posts fast so no one else can comment. I closed my xfinity mobile account bc they told me I had to bc I no longer had xfinity internet. I spent 3 hrs driving back and forth between the xfinity store and the Verizon store trying to get my phone unlocked and services switched. Well Xfinity never turned off my cell service. I didn’t notice bc I had switched to Verizon and got a new number. They continued to charge the card they had on file for 14 months. I didn’t notice the $78 charge bc the credit card they had on file was the one I use to charge EVERYTHING to, so it always has a high monthly balance. I was able to dispute it with my credit card company and got back all but $500. I called xfinity and they said that I still owed the money even though it was their error. The customer service rep said the best she could do was take off the last month’s charge. She acted like she was doing me a favor. When I refused to take the “deal” she got rude and questioned how I handled my money. I was like “listen I’m not going to argue with u. We’re clearly at an impasse and there is no way I’m paying for xfinity’s error. Especially when I acted in good faith and wasn’t trying to scam xfinity”. I tried calling a week later and thought i finally got a hold of someone who understood my situation. She said she was transferring me to a department that could help and then I was disconnected. I finally sent them a letter informing them to stop contacting me until they could prove how I owed them money. So they sent my debt to collections. When I called collections , they didn’t have a clue why I owed xfinity money. They were just throwing stuff out there to see if I would believe it. The rep changed his story story several times. He said the $500 was a final bill. I said “for what charges??? My cell was $78 a month and i fulfilled my contract and paid an $178 when i closed my account to pay off my phone”. He then said that I used my phone for a month after I closed the account and sent 300 text messages and talked for 60 mins. How is that $500?? And the other lady had told me no data had been used after the date I said i closed my account. I said that they were going to have to send me an itemized bill. He said that he could drop the bill to $200. I lol’d. I told him it wasn’t my fault that their company bought a debt from xfinity that didn’t actually have a balance. I again
insisted on an itemized bill. He said they would email it to me but also reminded me that that $200 offer was not good for forever and was only good for “maybe 30 days or so”. [Edited: "Inflammatory"] [Edited: "Inflammatory"/"Language"]]. Some customer service rep will come on and comment that they’re sorry to hear this and that we should call the company. HOW MANY PHONE CALLS SHOULD DO WE HAVE TO MAKE FOR XFINITY TO [Edited: "Inflammatory"] CUSTOMERS?
(edited)
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