Visitor
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4 Messages
Promotion Not Honored
Xfinity: On November 21, 2024 I saw a promotion on your website for WiFi service at $35.00 a month for 12 months, plus free mobile service with unlimited data for 12 months. I entered your chat line and spoke with Thomas. I have the transcript and reference numbers to confirm this. We chatted at 21:18:08. In the transcript, Thomas confirms that the charge is $35.00 for WiFi with free mobile service/unlimited data for 12 months. On January 30, 2025 I received a charge to my credit card for mobile service, total $68.17. On March 31, 2025 I received a charge for mobile service for $17.65. Then, on May 1, 2025, I received a charge for mobile service at $41.95. The total for these charges, for mobile service, is $127.77. When I received the first and second charges, I entered your chat line and was told the charges would be credited to my account. They never were. When I saw the added charge, from a notice received on April 29, 2025 I called Xfinity’s billing department and spoke with Sandra (on 4/29/25 at 1:52 pm). Sandra spoke with her supervisor, Angel, and confirmed that I was receiving these charges for mobile service in error. Sandra told me that my credit card account would be credited $127.77, and I would see this on my statement in 5-7 business days. The credit has not appeared on my account. Also, Sandra told me that moving forward, I would only be charged $35.00 for WiFi and then $1.95 as a tax for my mobile service, total $36.95 per month. I would like my account to be credited $127.77 as soon as possible. I have spent hours on Xfinity’s chat line and hours talking on the phone with Xfinity’s billing department in order to rectify this unpleasant situation. Moving forward, I am expecting to see a charge from Xfinity’s that only totals $36.95 a month. In the meantime, please credit my account $127.77. I am expecting to see this credit of $127.77 in 5 to 7 business days, if not sooner.
XfinityWilliam
Official Employee
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1.4K Messages
2 months ago
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To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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user_yleiiz
Visitor
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4 Messages
2 months ago
Hi… I am not seeing the option for direct messaging…have checked forum and also my individual account… checked the page…signed out as suggested… signed back in…I am unable to find the direct message icon. Thanks.
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user_yleiiz
Visitor
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4 Messages
2 months ago
Hello ~ I contacted Direct Message on May 22, 2025 as suggested by XfinityWilliam on this forum. This is in regard to the promotion by Xfinity that was not honored (Xfinity WiFi for $35 for one year and free mobile service with unlimited data for 12 months. I have not been contacted by anyone from your Direct Message system regarding the $127.77 charged on my credit card for mobile phone use, when the promotion stated my mobile phone connection would be free for one year. I would like to be reimbursed as soon as possible and I would like to have this issue resolved as soon as possible. I have spent many hours on the Xfinity chat line, at least five hours on the phone with the Xfinity Billing Department trying to resolve this issue. I was told twice—once on the chat line and once on the phone, that yes, indeed I did sign up for the said promotion and I was promised that my $127.77 would be refunded. In addition, this morning I received an email that Xfinity Mobile has charged my credit card an additional $42.40 for mobile service, when the promise made to me by Xfinity was that my mobile service would be free for one year. Xfinity now owes me $170.17. I have spent so much time on this issue and I am not receiving any resolution. This forum is one way I can contact Xfinity to attempt to solve the problem. Could you contact the Xfinity Billing Department and rely to them that I am not being treated fairly by Xfinity and communication with Xfinity is very poor, with no correction or refund being made by Xfinity. I am on a fixed income and sell some crafts for a little extra cash. This refund is important to me for that reason, and also because I really would like to have some trust in Xfinity wireless and mobile services. Trust is the important issue, too. I would like to have Xfinity contact me about this refund and a correction on my future statements as soon as possible.
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