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blutwo.Gx
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4 Messages

11/12/2026 5:50 PM

Formal complaint: free military promo mobile line billed after a year of undisclosed manual credits

I'm a military customer with a free Xfinity Mobile line under the 2-year military promotion (expires Aug 8, 2028). For almost a year I've had to call every month to get charges removed. Each month I was told it was fixed, and each month it came back.

On Nov 12, 2026 I called at 11:36 a.m. (about 22 minutes, transferred to a manager named Omar). I was told:
- The promo was reapplied after my bill closed, which is why $9.41 in taxes appeared.
- Manual credits had kept the line at $0 for months, described as an "out of policy exception."
- Xfinity cannot credit the taxes. The only offer was a one-day extension.

I was never told these credits were exceptions or that I'd owe taxes on this line. I paid the $9.41 under protest to avoid disconnection and a reactivation fee. I have my own recording of the call.

I'm requesting Executive Customer Relations to:
1. Credit the $9.41 and any taxes billed before I was notified.
2. Confirm in writing what I owe going forward, with the customer agreement language that supports it.
3. Fix the account so I stop having to call every month.
4. Confirm in writing that the line won't be suspended or charged a reactivation fee while this is reviewed.

I'm also filing with the FCC, BBB, and NJ Division of Consumer Affairs. Please respond within 10 business days.

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5 hours ago

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XfinitySara

Official Employee

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3.1K Messages

6 hours ago

Thank you for letting us know about these concerns, @blutwo.Gx. I'm sorry to hear about the trouble you've had, and we'd love to get this fully resolved for you. Could you please send our team a direct message to continue?

 

How to send us a direct message:  

  1. Click "Sign In" if necessary.  
  2. Click the "Direct Messaging" icon.  
  3. Click the "Start new conversation" (pencil and paper) icon.  
  4. In the "To:" line, type "Xfinity Support".  
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list. 
  6. An "Xfinity Support" graphic will replace the "To:" line.  
  7. Type your message in the text area near the bottom of the window.  
  8. Press Enter to send it.  

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!  

 

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blutwo.Gx

Visitor

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4 Messages

Subject: Request to Reopen Ticket [Edited: "Personal Information"]: Website Access Issues and Inaccurate Guidance

To the Escalations Team,

I am writing regarding Ticket [Edited: "Personal Information"], created on 11/12/2026, which now shows a status of "Closed." I have three concerns I would like addressed.

  • 1. Website access issues
    Nearly every element of your website has been loading indefinitely for me. This prevented me from viewing the sections of my accounts that I needed in order to complete my filings. I have never experienced this to such a degree, and the timing is notable.
  • 2. Inaccurate guidance
    The directions I was given do not match what appears on either the mobile app or the website. The options described do not exist in either place, and the instructions relied on generic descriptions (for example, "Direct Messaging Icon") rather than the actual name of the button or feature, or a direct link to it. Please provide accurate, current instructions, including the exact name of each option or a direct link.
  • 3. Ticket closure
    My ticket was closed on the same day it was opened. I have since completed all of the filings I described in the ticket, but my concerns above were never addressed or resolved. Closing the ticket without a resolution is unacceptable and does not reflect well on the company.

I am requesting the following:
- That the ticket be reopened and reviewed by a supervisor or escalations specialist.
- A written explanation of what caused the loading failures on my account.
- Accurate instructions for contacting support through the website and the app.
- A written response confirming the outcome.

I have kept screenshots and timestamps of the errors and can provide them on request.

Thank you for your prompt attention.

(edited)

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6 hours ago

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XfinitySara

Official Employee

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3.1K Messages

@blutwo.Gx - Please send us a DM as requested, and we're happy to take a look!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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5 hours ago

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blutwo.Gx

Visitor

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4 Messages

Hi Sara, thank you for the reply. I have been unable to locate a working direct message option on either the website or the app, and the instructions provided do not match what is available to me. I also have a documented history of the site failing to load the account pages I needed.

Because I have already completed formal complaints with the FCC, the Better Business Bureau, and the New Jersey Division of Consumer Affairs, I will be handling this through those channels and my existing ticket ([Edited: "Personal Information"]). Any response from Xfinity should be directed there and provided in writing.

I consider this matter documented, and I will not be continuing it in this thread. Thank you.

(edited)

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5 hours ago

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XfinitySara

Official Employee

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3.1K Messages

Sorry to hear the direct messaging option isn't working for you at this time, @blutwo.Gx. Thank you for letting us know, and since there is an existing escalation ticket, I would agree that it may be best to continue there. If you ever need our team down the road, do not hesitate to reach out, and we will be here for you however we can help!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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5 hours ago

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