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Help escalating a Xfinity Mobile billing error
How can I escalate a Xfinity Mobile billing error? In February I obtained a new iPhone 12 and then immediately swapped it for an iPhone 13. The iPhone 12 was never used or activated, and Xfinity acknowledged receipt of the returned iPhone 12 via e-mail. Seven months later, with no explanation or notice, the expense for the iPhone 12 was added to my normal monthly Xfinity Mobile service charge on my credit card but the expense never appeared on any Xfinity invoice.
I have been in contact with Xfinity Mobile over 20 times on this issue since August and have been told several times that a refund has been or will be issued only to wait the 7 to 10 business days as requested by the Xfinity customer support agent to discover no refund has been processed. Additionally, I have to re-explain the problem every time I contact Xfinity so there is little to no customer support continuity from one contact to the next.
Accepted Solution
XfinityJustinC
Official Employee
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1.2K Messages
1 year ago
@user_dtx5uo thank you for sending the direct message. I'll follow up with your there, so we can work on the Xfinity Mobile billing concern.
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XfinityJustinC
Official Employee
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1.2K Messages
1 year ago
Hello, @user_dtx5uo. Thank you for reaching out over Xfinity Forums for support, you have contacted the right place for your Xfinity Mobile billing concerns. Due to account security, our options with Xfinity Mobile are very limited, and we are unable to assist with Xfinity Mobile account specific requests (such as billing issues)
We would normally direct you to call or text 1-888-936-4968, or visit our Xfinity Mobile assistant for any Xfinity Mobile concerns: https://www.xfinity.com/xfinityassistant/?channel=xMobile. With all the detailed information you have provided, I see you have already reached out to our Xfinity Mobile partners previously and still waiting on a resolution.
We do partner with our awesome Xfinity Mobile executive experts, and working with this diligent team in the past they have always been helpful with Xfinity Mobile concerns that have yet to be resolved after originally reaching out. I would like to help get a case opened for you, so one of our great partners can help with the billing concern. Please send a direct message, as I will need to gather some information we don't want in our public conversation.
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon in the upper right - it looks like a chat bubble
• Click the "New message" (pencil and paper) icon just to the right of Conversations
• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!
• Type your message in the text area near the bottom of the window
• Press Enter to send it
To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address.
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user_g8fcoe
2 Messages
1 year ago
I am having a similar problem for over a year now, I keep getting charged for a phone I returned in January of 2023. I keep getting billed every month for that phone eventhough I am no longer a Xfinity Mobile customer. I keep having to call to get the charges reversed and keep getting told they will fix the problem but no such luck. Who do I need to talk to to get this resolved once and for all?
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user_5gqzly
2 Messages
11 months ago
Xfinity mobile support is eunuchs and they can’t escalate. They will steal your money and there’s nothing you can do about it unless you go to your credit card company or take legal and regulatory action.
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