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Monday, April 14th, 2025 11:38 PM

Misleading Experience with “Unlimited Line Included for a Year” Offer — Extremely Disappointed

I recently switched to Xfinity Mobile after seeing the “Get an Unlimited #G mobile line INCLUDED for a year” promotion. I activated the line after confirming all offer details via chat with an Xfinity representative. I specifically asked about any hidden charges, eligibility criteria, and whether my existing Xfinity internet account qualified — I was assured everything was in place and that the offer would apply.

Now, I’m shocked to see an upcoming auto-payment for $40 in line charges, plus a $25 one-time fee — totaling $65. This completely contradicts what was promised.

What’s worse: when I contacted customer support, I was told no such offer had been applied at activation. How is this even possible when I did everything by the book — through official channels, with documented conversations?

I’ve been an Xfinity internet customer for years and have always paid my bills on time. I trusted Xfinity’s representative and made this switch based on that trust. Being told now that “nothing can be done” feels like a complete betrayal of customer loyalty.

This isn’t just a billing issue — it’s about accountability and honoring what was promised during the onboarding process. I expected better from a company like Xfinity.

I’m asking for someone to please review my case, verify the chat records from the time of activation, and correct this error. This experience has been deeply frustrating, and if not resolved, I’ll have to reconsider staying with Xfinity altogether — both mobile and internet.

Official Employee

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2K Messages

1 month ago

@user_15bzzc Welcome to our community forum! Thank you for taking time out of your day to bring your recent experience to our attention. I'd be reaching out as well if I was promised one thing and my bill told a different story. We expect our customers to receive transparent and accurate information every time they reach out. I'd like the opportunity to review your case in detail and work with you to restore your faith in Xfinity. 

 

Please send a direct message 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. Include your name and address so I can find the account and get started on a resolution. 

2 Messages

I first raised this on April 14, and since then I’ve spoken to multiple reps — every time I get a different answer. Most of them said on the chat that the promo is applied. Today, after I was charged the amount, I was told it was never applied, which directly contradicts what I was promised when I signed up.

This is extremely frustrating. I confirmed all promo details before switching, and now I’m being charged $70 for something that was supposed to be free.

Please escalate this immediately to someone who can review the chat history and resolve this for good — and I’d like a call from someone who can actually fix this, not just another agent giving scripted replies.

(edited)

Expert

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31.6K Messages

@user_15bzzc​ 

Did you send the DM as asked?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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