NOW Mobile

My NOW Mobile service was cut off Monday April 13th. I paid the $25 on the app but the phone didn’t turn back on. I contacted the customer support on the phone & was told it was fixed & going to turn back on. Also that i’d get a call in about 20-30 minutes to make sure everything was working. Never got the call & never got my service turned back on at the time. I called again & was told this time that it wasn’t able to be fixed on the phone & it would have to be fixed by talking to an agent through the Xfinity Assistant on the app. Weird because if that’s the case why did the agent I talked to on the phone before tell me it was being fixed. 

I talked to an agent through Xfinity Assistant & was told the payment wasn’t showing up. I was told to turn auto pay on which I tried to do when I made the payment earlier. He sent me a link to my email & said to pay it again through the link he sent to my email which just took me to the same page to make a NOW Mobile payment. I was also told the earlier payment I made would be refunded (It never was). I made the payment & the agent confirmed that it was made. Again I was told it was being turned on / fixed & someone would reach out to me in 30 minutes to make sure everything was working. Again I never got a call nor did the service turned back on.

I contacted Xfinity Assistant again & was told no payments had been received. Was told I had to turn on autopay. I told him I had already made 2 payments at that time & that I was told by the agent before him that it was received. Mind you this agent can see the conversation I had with the agent before him but still had no clear answer as to why he can’t see any payments yet the agent before him confirmed the second payment I made. At the end of the conversation I was told AGAIN that my issue was being fixed & someone would reach out in 30 minutes. Which again I was never contacted & no service was restored.

I contacted help again & was told no payments had been seen. The most I was told was that because it was still pending on my CashApp, it hadn’t gone through. Mind you CashApp said the only way for it to go through is for the merchant to accept and finalize the payment (which would be Xfinity’s NOW Mobile’s job to do). Again was told it was being fixed & I’d be contacted in 30 minutes.

I made another payment, this time with my PayPal account, to see if anything would change. Nope. Same issue. I called the help service this time again & was told no payments were found. I was transferred to a “supervisor” who didn’t know anything more than the last person. At the end of this convo I was told again it was going to be fixed & that i’d get a call in 30 minutes. That call never came nor did the service turn back on. SURPRISE! 

I spent over 7 hours talking to agents for nothing to get fixed. Clearly they have no idea what to do or what’s going on with the service. 

The next day Tuesday April 14th I was able to make calls & texts. I tried my internet & it worked after turning my phone on & off. I thought the issue was fixed. Sadly I was wrong. All 3 of my payments at this time were now finalized & no longer in the pending phase (2 $25 payments through CashApp & 1 $25 payment through PayPal). So my payments had gone through according to CashApp & PayPal. BUT on Xfinity’s app, it still doesn’t show any payments. Plus it still said my service would be disconnected by June 13th if nothing changed. Not had I record any refunds from any of the extra payments I made like I was told would happen.

To this day (Sunday, April 19th) It’s still saying my account will be disconnected by June 13th. Not are any of those payments I made showing up. My phone says it has service through Xfinity Mobile. So somehow my phone is working but I have yet to get any refunds from the extra payments. My payments still aren’t showing up. CashApp & PayPal have confirmed they went through. I have NEVER had so much hassle with any phone service. I would appreciate if my extra payments would be refunded & my payments would show up on the app & my account not be threatened of being disabled. I truly feel like i’m being scammed by Xfinity.