Reoccurring billing defect

I am supposed to be on a monthly payment plan for a past due amount on my mobile phone account. Every month they withdraw the entire amount that's past due. I can't afford to pay it all at once, that's why I'm on a payment plan. Every month I have to call and get it reimbursed and start all over with making a new plan. They always reassure me it won't keep happening, but it does every month. I'm getting very irritated with this. Who can I get to resolve this besides just the call center. Even the next tier supervisor would not help me fix the issue. I even call ahead of time to make sure it won't happen, and they say its already scheduled to be pulled and there's nothing they can do. I just have to keep calling back each month to do it all over again.

I will call the BBB next if nobody helps.

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XfinityJeniece

Official Employee

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4.2K Messages

3 hours ago

Hey there, thanks for reaching out through Xfinity Forums, @user_qjsdyq. We would be happy to help you with your Xfinity Mobile billing. We want to ensure that you are being charged correctly. Please send us a Direct Message with your full name and your full address.

How to Send Us a Direct Message:

Click “Sign In” if necessary.
Click the “Direct Messaging” icon.
Click the “Start new conversation” (pencil and paper) icon.
In the “To:” line, type “Xfinity Support.”
As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
An “Xfinity Support” graphic will replace the “To:” line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.

You can see how to send us a direct message here: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

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Billing

user_qjsdyq

Reoccurring billing defect

XfinityJeniece

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