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user_o5tx8s
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10 Messages

Wednesday, April 23rd, 2025 3:08 AM

I was lied to

On march 18 I have reached out to Xfinity to see if I can lower my bill. After a lengthy chat I was asked about switching my cell phone to Xfinity from Verizon.  I have explained that I still owe on my four phones.  After being asked how much on each phone I was told that all of it will be covered if I will switch that day.  I have asked numerous times if all of the phones balances will be paid for and I was assured that yes it will be paid, I don’t have to worry.  A month later, a lot of hours on the phone and chats nothing got resolved.  Verizon is on my back about paying the rest remaining balance from the phones.  I am sick to my stomach I was to throw up.  I would have never switched if I knew how horrible Xfinity is treating their customers.  I have been lied to and still trying to resolve it.  All the promises that I was told were all a lie.   Being a loyal customer for over 9 years it makes me sick.  I would love to get this resolved asap.  My family is not in the position to pay such a huge amount for the phone balances.  And I have street that out from the beginning and still was assured it will be taken care of.  Please help, have some human decency 

Question

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Updated 

12 hours ago

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4

XfinityDemitrius

Official Employee

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1.8K Messages

1 month ago

Hey @user_o5tx8s. Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the recent switch to our Xfinity Mobile services. I would be more than happy to offer my assistance looking into this further for you.
 
It sounds like you were taking part in our Device Payout Plan which provides up-to $500.00 per device for switching to Xfinity Mobile. Depending on the promotion, you would need to submit previous bills and/may need to submit your phones. Do you happen to know if you submitted your previous carriers documentation and more to complete the Device Payout Plan requirements? 

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user_o5tx8s

Visitor

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10 Messages

No it was not answered or resoled

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1 month ago

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XfinityJamesC

Official Employee

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2.1K Messages

Thank you for clarifying, @user_o5tx8s. 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.

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

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1 month ago

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user_o5tx8s

Visitor

 • 

10 Messages

29 days ago

I have filed a complain with FCC, I am so sick of being treated that way and lied to.  Again, promised to receive a call from xfinity about my case, nothing!!!!!  Who else is having these issues?  What can be done?

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user_o5tx8s

Visitor

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10 Messages

22 days ago

Again, after numerous attempts to get this resolved, I am being lied to that everything will be taken care of, that someone will call me within 24-48 hours, nothing is being resolved.  I just hope people will do research before getting themselves in this situation because I know I am not the only one that is dealing with this.

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user_twxvg1

Visitor

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14 Messages

The exact same thing is happening to me. Xfinity assured me multiple times that everything would be taken care of, but that turned out to be a lie. I called four times and spoke to different agents who all promised that Xfinity would cover the cost of my Verizon iPhones. That was the only reason I agreed to switch. But on my most recent call, I was told the payment was denied.

Yesterday, Verizon automatically withdrew $2,332.89 from my bank account for the three iPhones — even though my account was deactivated when I moved to Xfinity, so I had no way of seeing or managing the charges.

I’m beyond frustrated with how Xfinity has handled this. If you're a new customer and Xfinity is promising to pay off your old phone installments — don't believe them. They will say anything to get you to switch, then leave you to deal with the consequences.

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6 days ago

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XfinityEricB

Official Employee

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2.2K Messages

 

user_twxvg1 Thanks for reaching out about the recent experience with the device pay off offer. I would be happy to get you the assistance needed to help in any way we can. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

 

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

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6 days ago

0

user_o5tx8s

Visitor

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10 Messages

@user_twxvg1​  I was able to remove all my cards from Verizon site but they are still saying they will get the money, they even provided me with the last 4 digits of the card.  I am seriously afraid they will do it.  I have a has going with the CSA but nothing is being resolved besides empty promises 

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15 hours ago

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user_o5tx8s

Visitor

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10 Messages

12 hours ago

Just spent one hour and 40 mins on the phone and still nothing resolved. I can’t do this anymore, being treated like total s….

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