Visitor
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2 Messages
Need escalation specialist to correct Xfinity mobile billing discrepancy
We recently reduced our account to a single line with unlimited data (disconnected my husband's line).
The Quoted Price: I was repeatedly quoted $30+ (plus taxes/fees) for this single unlimited line.
The Problem: Your system-generated estimate is showing $50, and I have spent over six hours across phone support, chat, and an in-store visit trying to fix it.
The Support Experience: I spent two hours on the phone with a supervisor who assured me it was handled, told me not to hang up, and then disconnected me without calling back. In-store staff agree the estimate makes no sense but cannot fix it.
I want to stay with Xfinity because your network service is good, but I refuse to purchase a new iPhone to replace my old phone until this billing discrepancy is investigated, corrected, and confirmed by someone with real account authority.
Please have a senior escalation manager review my account history and provide a definitive correction.
Thank you,
[Edited: Personal Information]
XfinityJon
Official Employee
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1.9K Messages
6 hours ago
Good evening user_alxv8l. I can assure you this is not the experience we want for you. I will be happy to assist you further with looking into this. In order for our team to have this looked into I will need some additional information.
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
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 and press Enter to send it.
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