offered a year of free Xfinity Mobile Unlimited service but charge

I am writing to express my extreme disappointment and frustration regarding an unauthorized charge for Xfinity Mobile Unlimited service on my account. On Oct 4, I switch my Internet service to a new plan and there was a promotion in green on the website saying that "Get a line of Xfinity Mobile Unlimited included for 1 year." I comfirmed the promotion with the Live Advisor named Alex and he helped me add a new line that as he said would be free for a year, and after 1 year would be $40.

However, after the first month, I have been received a bill for $44.11 for this service, despite the promotional offer.

I kindly request that you investigate this matter promptly and credit my account for the unauthorized charges. I expect a swift resolution to this issue.

I have attached a copy of the promotional offer for your reference.

Thank you for your immediate attention to this matter.

Responses

XfinityThomasC

Official Employee

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2K Messages

9 days ago

Hello, @user_d0f55d

Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

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

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

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

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

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user_d0f55d

Visitor

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10 Messages

I sent but no respose after an hour.

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9 days ago

0

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user_d0f55d

Visitor

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10 Messages

I spent the whold morning on Xfinity assistant chat but only get keeping transfering. And direct message no responds.

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9 days ago

0

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user_d0f55d

Visitor

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10 Messages

The Internet department said Mobile department can help, and Mobile department said Internet Department should add promotion.....

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9 days ago

0

Again

Expert

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31K Messages

@user_d0f55d

Did you send that DM to Xfinity Support?

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.

Was your question answered? Please mark an Accepted Answer! tick

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9 days ago

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user_d0f55d

Visitor

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10 Messages

I spend the whole morning on online chat, getting transfer forever and finally get a credit. They don't honor the promotion so I decided to cancel the service.

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9 days ago

0

X

xperiacompact123

8 Messages

9 days ago

Hi,

I also have the exact same issue.

Did you get a resolution for your case?

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user_d0f55d

Visitor

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10 Messages

@user_mth8kj I got a credit and cancelled my mobile service.

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9 days ago

0

XfinityChelseaB

Official Employee

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1.2K Messages

Hello @xperiacompact123, Thanks so much for taking a moment out of your day to leave a comment on our community forum. 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, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct 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

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9 days ago

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U

user_iklgqw

1 Message

5 days ago

This is happening to me as well! And no one will help. I have no proof that that promo existed because i didn’t have screenshots and they don’t send you any documents. Good to know I’m not crazy though!

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XfinityBrianH

Official Employee

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922 Messages

user_iklgqw Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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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5 days ago

0

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xperiacompact123

8 Messages

@user_iklgqw I don't think you need any proof. They'll be able to check if you qualify for the promo based on your activation date. No worries. Just contact the customer service.

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5 days ago

0

C

CeelaA

1 Message

5 days ago

Same thing is happening with my plan. It was supposed to be a flat rate of $80 but I keep getting random charges from $1-$3 for mobile. They said the first one was for activation but I’m still getting random threats to cut off my service over $1.80 due to Mobile, starting to think this is a scam

0

L

Littlecreativep

7 Messages

2 days ago

Time to get the FCC involved. I'm filing a complaint because this happened to me. The rep called me a liar. This company is a scam. These customer service reps don't understand their own promotions. They need investigated and fined. Absolutely horrible. I ported my number over.

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user_vfnk23

1 Message

22 hours ago

This same thing happened to me. Was offered a free year of mobile service if I switched but now being charged $78/month. Went back and forth with online chat and was told I need to go back to the xfinity store where I originally set up my service

1

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XfinitySara

Official Employee

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1.3K Messages

Thank you for leaving a comment with your similar concerns, @user_vfnk23! Since Xfinity Mobile support is somewhat limited for our Digital Care Team via social media, we ask that you reach directly out (by call or text) to our Xfinity Mobile Sales and Service team at 1-888-936-4968 for further assistance with your mobile device. You may also use our secure online chat where an Xfinity Mobile expert is available 24/7! Please let us know if you have any trouble reaching them, and I hope this helps :) If you run into any problems we can either convert your comment into its own post, or you're welcome to create a new post. Our Digital Care Team is awesome to work with, even when we simply help facilitate communication with another team such as our Xfinity Mobile escalations unit. Either way, we got you covered!

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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15 hours ago

0

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user_1qin7z

9 Messages

12 hours ago

The exact same thing happened to me!

Still waiting for the reply from the CS team...

(edited)

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Billing

user_d0f55d

offered a year of free Xfinity Mobile Unlimited service but charge

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