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FORMAL BILLING DISPUTE AND REQUEST FOR EXECUTIVE ESCALATION – Xfinity Mobile Watch/Line Charges
Dear Xfinity Executive Customer Relations / Corporate Escalations,
I am submitting this as a formal billing dispute and request for executive escalation regarding charges on my Xfinity Mobile account that resulted from inaccurate information provided by Xfinity representatives, an erroneous device order, and repeated failures to correct the issue after numerous attempts.
I am requesting a complete review of my account history, including the original sales/order records, representative notes, chat transcripts, billing records, and all prior escalation requests.
Background
In August 2025, my husband and I contacted Xfinity regarding new mobile phones and service. During that conversation, we were told that we could trade in our existing phones and receive new phones through monthly promotional credits and trade-in credits.
My husband specifically explained that his existing phone was old and had a cracked screen. We were assured by the Xfinity representative that the phone would qualify for the trade-in regardless of its condition.
We subsequently sent the phone to Xfinity, and the trade-in was rejected as ineligible. This was contrary to the information we had been given when we agreed to move forward with the transaction.
The Apple Watch issue
In September 2025, I contacted Xfinity regarding an offer for a free Apple Watch that had been discussed during our phone activation.
I specifically told the representative that I did not want an additional mobile line and would only accept the watch if I could receive it without activating or paying for another line.
I spent considerable time with the representative specifically confirming this point. I repeatedly asked whether a line was required, and the representative assured me that:
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I did not need to activate a line;
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I would not be charged for the line;
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the watch would receive a promotional credit as part of our existing phone activation; and
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I could simply leave the additional line inactive.
I relied on those representations when I agreed to receive the watch.
There was then an additional ordering error: two watches were shipped to me instead of one. I was instructed to return the second watch to an Xfinity store because it had been ordered accidentally. Correcting this error required a substantial amount of my time.
Afterward, I received multiple calls from Xfinity representatives asking me to activate the additional line. I repeatedly explained that I had intentionally not activated the line because I had specifically been told that I did not need one.
At no point during those conversations was I clearly informed that failing to activate the line would cause me to lose the promotional credits or that I would nevertheless be billed for the line/watch arrangement.
Ongoing billing problem
Despite the representations made to me, I have subsequently been charged approximately $10 per month for the additional line and charges associated with the watch, even though I specifically declined the additional line and was assured that I would not be charged for it. In addition to that, because I did not activate the line, the credits for the watch were not implemented and I have been paying $13.74 per month for the watch.
I have contacted Xfinity numerous times over the past year, attempting to resolve this.
On multiple occasions, I was told that my case would be sent for review. However, I was not provided with a meaningful case number or confirmation of the escalation, and I never received a resolution.
After the fourth or fifth unsuccessful attempt, I specifically requested a manager.
I was eventually transferred to a manager after approximately 15 minutes on hold. The manager was Omar. During that conversation, I was told, in substance, that it was understood that I had likely been given incorrect information, but that because too much time had passed, nothing could be done.
That response is particularly concerning because I had already made repeated attempts to have Xfinity correct the problem and had followed the instructions provided by Xfinity representatives.
Additional escalation attempt
Following that conversation, I used Xfinity’s chat support.
The representative instructed me to go to an Xfinity store because the store would supposedly be better able to assist me. I was also told:
I took time away from my normal responsibilities to go to the Xfinity store.
The store representative ultimately explained that the store could not resolve the issue and directed me to an iPad to contact Xfinity support. I was told on September 18, 2026 that the matter would be flagged for fraud/review.
That is the last substantive response I have received.
Financial impact
I have maintained a record of the charges associated with this dispute.
Based on my records:
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Approximately $409.76 has already been paid toward the disputed watch/line charges.
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$165.11 is currently showing as an outstanding balance associated with this issue, subject to Xfinity’s review of the account.
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My records therefore show approximately $574.87 in total disputed charges/remaining balance.
I am requesting that Xfinity independently audit the account rather than simply relying on the current billing status.
Requested resolution
I am requesting the following:
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Refund the approximately $409.76 already paid toward the disputed watch/line charges, subject to verification against Xfinity’s billing records.
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Remove the remaining $165.11 balance attributable to these disputed charges, subject to verification.
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Remove the additional line and any associated recurring charges that I did not knowingly agree to pay.
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Correct any promotional credits that were improperly removed or denied because of the inaccurate information provided to me.
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Review the original sales call, order records, chat transcripts, representative notes, and prior escalation records associated with this matter.
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Provide me with a written explanation of the outcome and a complete accounting of any credits/refunds applied.
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Provide me with a formal escalation/case number that I can reference going forward.
I am not asking for another routine customer-service interaction in which I am required to explain this history again. I am requesting that this matter be assigned to someone with the authority to review the account history and make an appropriate billing adjustment.
I have made numerous good-faith attempts to resolve this directly with Xfinity over the past year. I have followed the instructions given to me by your representatives, including returning the incorrectly shipped device and visiting an Xfinity store.
Please consider this letter my formal written billing dispute and request for executive-level review.
I would appreciate a written response within a reasonable period of time.
XfinityBillie
Official Employee
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4.4K Messages
4 hours ago
@user_12u5h6 Thank you for taking the time to reach out to us here on our Xfinity Forums. I can understand how frustrating it can be when billing doesn't look correct. Please send us a DM to Xfinity Support with your full name and address to get started.
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