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Wednesday, February 28th, 2024 3:00 AM

How can I contact corporate regarding a complaint with Xfinity Mobile?

I have been charged for a phone I do not have for 10 months. I have called and been on the phone for hours with no resolution. I am at the point of losing it with this company. 

Backstory: I ordered a phone on line, Iphone 14Plus for my daughter. She stated she wanted the Pro Max. I called customer service and was told to not take possession of the phone when it was delivered and it would be returned by FedEx. I did just that. The same day, I went to the Xfinity store and purchased the ProMax. Here we are 10 months later and I noticed the charge, yes it took me that long to notice. A ticket was opened, with no resolution. A promise of a callback with a resolution did not happen. Hours on the phone with Tier 2  multiple times with no resolution. They can see a returned is showing processing on my account. I need this resolved asap!!!! I am on the phone with Tier 2 again 1hr and 8 minutes so far tonight. 

Official Employee

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658 Messages

5 months ago

@user_lk1ay0, thank you for using the Xfinity Community Forums page to reach out to us today. I know how important it is to have proper billing and being charged for a device you do not have would certainly be frustrating to say the least. We want to ensure that your experience with Xfinity Mobile only shines positively moving forward as is really is a wonderful cellular option. Please send us a direct message with your full name and complete service address to take a look at the ticket you referenced.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message. 
 

 

22 Messages

Have tried and can’t connect. Is there another option ?

2 Messages

1 month ago

Same exact thing that I am dealing with right now!!!!!

(edited)

2 Messages

1 month ago

I am dealing with the exact same issue right now. I'm more than livid about this. I have called 7-8 times and have been on the phone for well over an hour. I just got a message saying my case has been escalated with a case number. Twenty minutes have passed. I've been on hold for 50 minutes, and I get another text message saying my case is closed.

(edited)

Official Employee

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1.7K Messages

Hi there @user_xkwaz0!  Thank you so much for taking the time to reach out to Xfinity Support he on out Community Forum to express your Xfinity Mobile concerns.  We are so glad to hear from you and more than happy to help in any way that we can.  I want to ensure you are provided with the best support possible. May I have you tell me a little more about your mobile concern, please? Also, have you tried calling or texting our Xfinity Mobile Sales and Service team at 1-888-936-4968? In addition, you may use our Secure Online Chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7! Have you used this feature yet?

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 a reply as the Accepted Answer.tick

2 Messages

11 days ago

This company is a pure joke ! been a month dealing with them... canceled after first week and being burned on 2 fingers by new Iphone 15 during a remote by comcast techs within hours of first getting it --FYI Apple agrees with me it was comcast's fault and not the Iphone itself --they over clocked the cpu--- sent a replacement  when I said NO and then I refused delivery, never ever even touched the shipping box --- I got emails saying they received this phone back, then got  fed ex shipping /tracking proof the Orig phone was returned to them!

Now they are holding up my refund saying I still have one of their iphones in my possession !


All this after over 45 phone calls , 3 weeks  arguing with Comcast Corporate on the phone -- over 60 hours on the phone ! [Edited: "Inflammatory"]

I am filling a major injury lawsuit plus all the other charge I can add including hijacking 911 calls from that Phone !  Comcast will pay for this trust me !

(edited)

Official Employee

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803 Messages

Hi there, @user_2rsh0i! Thanks for reaching out here on the Community Forums! This is not the experience we want for you! We would be more than happy to help with your XFINITY Mobile issue and see what can be done to get everything resolved! Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address. Thanks! 

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 a reply as the Accepted Answer.tick

1 Message

9 days ago

I have been dealing with Xfinity' customer escalations for a month now over something that should have never happened. One of your online agents blatantly lied to me that he could upgrade both mine and my wife's phones and even gave a total of $480 to make this happen. Not only did he lie about what he could do, he instead created and added another line to our account without my permission. I have had a ticket open for several weeks now and have emailed your company multiple times. I have been told my case is open and pending, then told it was closed and resolved (without contacting me and explaining any resolution details or any agreed resolution discussed at all), then told it was still open and pending as of June 24th, 2024, then 2 days later getting an email telling me yet again that the case was closed and resolved. I have not gotten any resolution, yet you want to hound me about my bill not being paid yet?? Really? My case id is [Edited] and I have a string of emails that I would be most happy to forward to someone that would actually do something for me. All we were trying to do was upgrade phones. Now our account shows my wife as still having the s23, that we have proof we sent back, with a balance due of $524. Our account is so [Edit: Language] up, my wife doesn't even have the credit she had before all this nightmare garbage started. I was told that the transcript from my original conversation on June 6th,2024 is nowhere to be found. Of course, it can't be found, it would clearly show your agent committing fraudulent activity and you've had a month to make it disappear. I guess Xfinity gets over on disabled people just like everyone else they [Edit: Language] on from their throne. I honestly cannot believe that we get [Edit: Language] over by your agent, the proof gets deleted, and all we get is oh well just pay your bill please. You can look up the case if you want but we already know how you feel about us, we do not matter to you, just our money does. You can look up our account, my number ends in [Edit: PII] and Im available after 3pm all week. But after a month of begging for a call, I already know you won't be any different. Sincerely,[Edited]

(edited)

Official Employee

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1.3K Messages

 

user_3wvj2q Hello! Thank you so much for using our Forums to reach out and let us know about your latest experiance. We are happy for the opporunity to help look into this and make things right. Can you please send us a DM with your compelte name and address to get started? Here's the detailed steps to direct message us: 
• Click "Sign In" if necessary 
• Click the "Direct Message" icon (upper right corner of this page) 
• Click the "New message" (pencil and paper) icon 
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 
• Type your message in the text area near the bottom of the window 
• Press Enter to send your message
 

 

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 a reply as the Accepted Answer.tick

22 Messages

@user_3wvj2q​ 

I have learned from experience that what Xfinity Customer Service tells you is many, many times not true. 

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