Visitor
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5 Messages
Formal Dispute of Mobile Charges – Account Tenure: Platinum – [Edited] and [Edited]
I am writing to formally dispute a recent sales transaction and report misleading conduct by an Xfinity representative on February 5, 2026. As a Platinum Tier member, I was explicitly told that I qualified for a free mobile line for one year and an "on us" smartwatch. The representative stated multiple times that I "would not be billed for any of them" and that any initial paperwork showing charges was incorrect and would "waive or cancel out" upon activation.
The Facts of the Dispute:
Misrepresentation of Costs: Despite verbal assurances of a $0 monthly cost, my account now shows an upcoming $40.00 autopay charge for the mobile line.
Missing Rewards: While my status is Platinum, the "Unlimited Mobile Line – Included for 1 Year" reward is missing from my "Claimed Rewards" and "Activity" logs, suggesting the representative failed to apply the necessary codes to honor the offer.
Undisclosed Fees: The "on us" smartwatch included a hidden $10/month service fee and a 36-month financing agreement that was not transparently disclosed as a debt obligation during the sales call. I have since cancelled the backordered watch to mitigate further financial damage.
Prior to this post, I attempted to resolve the issue my speaking to representatives who have proven to be of no help. They were rude and disinterested in the inconvenience and time of mine that had been wasted.
Resolution Requested:
Because I relied on the representative’s specific promises when agreeing to open this line, I am requesting the following:
Manual Application of Credit: Immediately apply a recurring monthly credit of $40.00 to my mobile account for the next 12 months to honor the "Free for a Year" promise.
Waiver of Fees: Waive the $25.00 activation fee and any prorated charges accrued due to this misinformation.
Written Confirmation: Provide a written statement or updated order summary reflecting a $0.00 monthly balance (plus standard government taxes) for the mobile line ending in [Edited: "Personal Information"]
I value my long-term relationship with Xfinity, but I cannot accept unauthorized charges that impact my financial stability. If this is not resolved within [3-5] business days, I will escalate this matter to the Federal Communications Commission (FCC) and my State Attorney General’s Consumer Protection Division regarding deceptive sales practices.
XfinityMarshante
Official Employee
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885 Messages
2 days ago
Hello @user_kh93rf, thank you for taking the time to leave a post. Sorry to hear about your experience, and I want to acknowledge how frustrating and disappointing this situation must feel. That’s certainly not the experience we want for our customers. We truly appreciate you bringing this to our attention, and we’d be happy to work with you to turn this experience around and help make things right. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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