Visitor
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1 Message
Outstanding balance of $1,021.42 that is the direct result of an iPhone trade in promotion being mishandled by Xfinity staff
My Xfinity service has been suspended multiple times due to an outstanding balance of $1,021.42 that is the direct result of an iPhone trade in promotion being mishandled by Xfinity staff.
I completed an eligible phone upgrade with a trade in promotion, but the trade in credit was never applied to my account. Because of this, my bill now appears to be combined with other fees, and I am not even being told a clear amount to pay to restore service.
I am also receiving repeated calls from bill collectors regarding this balance, which is extremely stressful given that the charge is not valid and is due to an internal error. I am concerned about continued service interruptions and the potential impact this situation may have on my credit score.
I need a clear update on when the trade in credit will be applied, the incorrect charges removed, and my service fully restored. This issue has been ongoing despite multiple contacts, and I am requesting fast resolution.
XfinityJeniece
Official Employee
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3.7K Messages
19 hours ago
Hey there, @user_wzem22, thanks for reaching out through Xfinity Forums regarding your bill. We would be happy to take a look at your bill to ensure your trade in was processed correctly. I understand how shocking it can be to receive a bill for more than you were expecting. I recently got a bill from my gym for more than I thought. You have reached the right place! Please send us a Direct Message with your full name and your full address.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
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.
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