1 Message
Please help with billing!
Hey there! I just have a few questions and would really appreciate communicating with someone who can help clarify a few things for me.
I am a current customer- my name is Calista [Edit PII]. my phone number is [Edit PII] and I am currently using your Xfinity mobile cellphone service.
I also have your internet/wifi but the account is under the name of my husband, Ferron [Edit PII].
We signed up in August for the wifi and payed about $40.
Then when I signed up for the Xfinity mobile plan for my phone, we were told that we would have the mobile plan for free and would only be paying $15 for the internet.
Well we’ve only been getting charged $15/mo the last couple of months (according to our bank) but when we sign into our Xfinity account, it says that we’ve been getting charged the past few months for about $30-$60 for my phone bill, yet we don’t see those charges getting withdrawn from our actual bank account.
Can you help me understand what’s going on? haha
My guess is that we are paying $15/month for internet and about $47/month for my phone bill- if this is true, what happened to the discount that the lady on the phone gave us?! If it turns out we aren’t getting that discount, I may switch over to a different network. It has been very confusing and difficult getting ahold of and working with you guys.
Thank you for your help,
Calista [Edit PII]
[Edit PII]
XfinityJustinC
Official Employee
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1.2K Messages
1 year ago
Hello, @user_zkcj8x thank you for taking time out of your day to create a post, I completely understand wanting to ensure your billing is correct. I can definitley do an account review for the internet portion to ensure the promotion pricing with discounts are being applied.
Due to account security we are unable to assist with Xfinity Mobile account specifics, our Xfinity Mobile experts are available by calling or texting 1-888-936-4968. You can also reach out to the great team via the Xfinity Mobile assistant as well:
https://www.xfinity.com/xfinityassistant/?channel=xMobile.
To do an account review I'll need to gather some information we don't want in our public conversation, when you have time please send a direct message.
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon in the upper right - it looks like a chat bubble
• Click the "New message" (pencil and paper) icon just to the right of Conversations
• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!
• Type your message in the text area near the bottom of the window
• Press Enter to send it
To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address.
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