Reoccurring unresolved billing issue

Xfinity Mobile Wireless Billing

I am filing this complaint because I have experienced ongoing and recurring billing problems with Xfinity Mobile that have not been permanently resolved despite numerous contacts with customer service.

I have contacted Xfinity Mobile approximately 7–10 times regarding billing problems. On several occasions, I have spent an hour or more on the phone and have been transferred between representatives. I repeatedly have to explain the same situation because the notes from previous conversations either do not contain sufficient information or the next representative does not appear to have access to a complete history.

One of the major issues involved Apple Watches that Xfinity provided to me following an inconvenience with my account. I was specifically told that I would not be financially responsible for the watches and that I could do what I wanted with them. I relied on those representations. However, charges associated with the watches subsequently appeared on my account.

This and other billing issues caused my monthly bill to increase substantially, at one point exceeding $300 when I had been told my bill should have been approximately $101 plus an applicable $25 activation fee.

The most concerning problem is that the billing issues continue to return even after Xfinity representatives supposedly resolve them.

Recently, this has become a recurring cycle:

Xfinity reviews my account, determines that corrections or adjustments are necessary, makes the adjustments, and brings my account to a $0 balance/current status.

Approximately two days later, my account shows a past-due balance again.

I then have to contact Xfinity Mobile again and spend significant time trying to resolve essentially the same problem.

This is happening repeatedly, and temporary credits or adjustments are not correcting the underlying billing problem.

I have also experienced service interruption related to these billing problems. At one point, my service was disconnected after an incorrect amount was not paid through AutoPay, even though I had maintained AutoPay for approximately two years. The amount Xfinity attempted to collect was not consistent with the amount representatives had told me I actually owed.

I am requesting that Xfinity Mobile perform a complete review of my account and billing history rather than issuing another temporary adjustment.

Specifically, I am requesting that Xfinity:

1. Determine why previously corrected charges or past-due balances continue to reappear on my account.

2. Permanently correct the underlying billing issue.

3. Review the Apple Watch transactions, including the representations made to me that I would not be responsible for paying for the watches.

4. Review the notes, credits, adjustments, payments, refunds, and billing changes associated with my previous customer-service contacts.

5. Provide me with a written itemized accounting showing exactly what I legitimately owe, if anything, and how that amount was calculated.

6. Confirm my correct recurring monthly service charges going forward.

7. Remove any charges that Xfinity previously determined were incorrect or that resulted from Xfinity’s billing errors.

8. Ensure that my wireless service is not suspended or disconnected because of amounts that are actively disputed or that Xfinity previously corrected.

9. Correct any negative collection or account reporting resulting from these disputed billing issues, if applicable.

10. Provide a permanent resolution in writing so that I do not have to continue contacting customer service every week about the same problem.

I am not seeking another temporary courtesy credit. I am requesting an investigation into the underlying account and billing problem and a permanent correction.

I have made repeated good-faith attempts to resolve this directly with Xfinity Mobile. Despite representatives repeatedly telling me that my account has been corrected and bringing the account current, the past-due balance continues to return shortly afterward.

I am requesting assistance in obtaining a permanent resolution and a clear written explanation from Xfinity Mobile regarding my correct account balance and future billing.