Visitor
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5 Messages
Request: Ensure activated internet bundle and extra charge refund
I had an internet bundle activated back on March 8. Before I decided to take the deal, I was assured the following:
A 1000 Mbps rented modem, unlimited data, and 2 free lines for just $40/month for the next 10 months. After $60 per month.
And I was told for those 2 free lines, I can activate 1 first then 2nd one within 30 days.
I found this deal before my moving on March 6, in the coupon from USPS mail.
Before my moving date, I contacted the customer service, and told me I can update my service and activate the deal later. But my internet was canceled on my moving date (I did not request any cancellation), and I had to spend 1 hour (the agent kept me online and really inefficient while I kept saying I had to go packing) to activate an internet connection on March 6. Which wastes 1 hour in morning time, and I had to pay over $150 extra moving fee since I did not have time packing.
But, when I tried to add the 2nd line on 03/11/2025. I was told somehow the deal I got was gone, and I had to do a lot of explain the chat with different team and agent, in the end, I was told in a call from a manager that he will ensure my overall bill will be about $40 per month to MATCH the bundle I had. Fine.
BUT I found nothing updated with my account, and I was charged $108.52 with the mobile on April 26.
Since... I had to contact the Xfinity agents again and again and spent over 40 hours but I still see extra charges with mobile and internet charges of $60 per month while no $200 credit.
By now, there is still a $20 monthly fee with my mobile, and I have already been charged 108.52 + 24.44 on the mobile side.
This Wednesday, I was told they will fix my case, ensure I will have no new mobile bill, and my extra payments with mobile will be refunded as credit on the internet bill. My internet bill will be $60 per month and a $200 amazon digital gift card will be sent to me in a few days. I was given a ticket [Edited: Personal Information]. Plus, they are still charged with mobile, I was given 2 $20 credit on mobile so I do not need this month's extra charge.
This Wednesday, I was told they will fix my case, ensure I will have no new mobile bill, and my extra payments with mobile will be refunded as credit on the internet bill. My internet bill will be $60 per month and a $200 amazon digital gift card will be sent to me in a few days. I was given a ticket [Edited: Personal Information]. Plus, they are still charged with mobile, I was given 2 $20 credit on mobile so I do not need this month's extra charge.
Today, I received a notice for the ticket [Edited: Personal Information] that it was denied and closed.
Tried to contact the internet agent, and they sent me to the mobile team again!
I am really exhausted with these no results agents' chatting.
I am sending this post requesting solving my case for good.
- Refund the $82.96 extra charge with mobile. 82.96 = 108.52 + 24.44 - 2 * $25(activation fee)
- Ensure no more mobile charges till end of my 1 year bundle contract. Still my account shows a $20 monthly fee.
- Either credit the $200 on the internet bill as originally promised or send me a $200 amazon gift card.
I had been a loyal Xfinity customer for many years. When I moved back in Jan 2024, immediately I activated my Xfinity account. And back on March 8, when I was checking the internet bundle I was accompanying a friend and suggested she upgrade her Xfinity server and she did.
Now I am really frustrated with your customer service. I was promised multiple rounds that my issue is resolved, but no, still there. Each round, hours and hours of online chatting and phone calls. Each time, I was sent between Mobile and Internet teams multiple rounds. Each agent, I had to explain my issue, prove I had the right of that 2 free lines and $200 credit.
EG
Expert
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112.9K Messages
2 months ago
Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityBenjaminM
Official Employee
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2.4K Messages
2 months ago
Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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user_euopc5
Visitor
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5 Messages
2 months ago
Update:
Got a request in email asking to close my case, but issue not fully resolved.
Got a call with a case number after "Direct Message".
With that case number, I got promised of 1 year credit of the 2nd free line it shall be applied to my next bill by Aug 07, I am waiting to verify it.
2 issue is not yet fully resolved.
1. The $200 gift card, it was send to comcat.net email. Which was deactivated in your system last year. Reached out twice, the email is still not accessible. Contacting Incentives Cardholder Services few rounds and getting some progress: with another case number, they cannot send the gift card to my gmail associated with xfinity account. So I was told to share an alternate email as receiver today, which I just did.
2. The extra payment with mobile, I was told there will be a refund last week, but there is not refund still. I contacted my credit card company, they will reach out regarding the dispute of those extra payment.
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