Visitor
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4 Messages
Signed up for services I didn’t request and not refunded properly
I signed up for comcast home internet 21 months ago, and without my permission I had been signed up for xfinity mobile.
I’ve also been billed for xfinity mobile for 21 cycles with an offset billing date by 2 weeks from the billing date for my internet service under a slightly different name. This had gotten lost between thousands of transactions and was very hard to notice till I had eventually caught it.
I have contacted xfinity mobile about this, they were able to see that the line had never been activated, and acknowledged that it was a mistake. I was told by more than one customer service agent that I will be refunded for all 21 billing cycles but then they came back saying that they can offer me 3 billing cycles refund. After much deliberation and back & forth they said that they can’t refund me more than 6 cycles after the alleged facility manager had inappropriately confronted my personal banking practices. Is that a part of his training?
No one could explain how I was signed up for this service, but apparently I just was?
More sketchy and concerning, comcast/xfinity, sends all my billing statements and info regarding my home internet to my regular e-mail and phone number, but all communication regarding my alleged xfinity mobile plan that I never knew existed up until yesterday goes to an email in my name @comcast.net. I have never known this email exists before today.
Xfinity mobile refuses to refund the money I have paid for a service I have not requested and never even activated.
In what world of accountability is this okay?
which government agency handles reports about such matters?
user_543020
Visitor
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4 Messages
2 years ago
The handling of this issue has me shopping for alternative providers. If xfinity is unable to rectify this situation I will be suspending all services.
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CCMarcella
Official Employee
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352 Messages
2 years ago
Hi there! This is definitely not the kind of experience we want our customers to have with us. We'll check on this right away and will do the best possible for you. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
• Click the "Direct Message" icon (top right corner)
• 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_543020
Visitor
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4 Messages
2 years ago
@XfinityMarcella
have followed your instructions to no avail as I type this. I have not experienced a customer chat help service this slow before
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user_9f0aad
2 Messages
2 years ago
Im having the same problem right now but with home security. Never signed up for that and never got a camera. I just discovered this after 15 months and now they are telling me they can only reimburse me for 4 months because of policy 🤬. They are telling me to pick up the home camera i paid for and im like but i did not order that and i dont need that! 😵💫🤕. I guess ill report them to ftc.
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user_e5dwyv
1 Message
2 years ago
I have the same thing going on with xfinity mobile. Never signed up or used it. They have billed me for 14 billing cycles. They are offering a 6 month refund. For a multi billion dollar company, this is disgustingly predatory and unethical. I can't get a refund for something I never signed up for, activated, or used? Makes me sick.
Has anyone tried small claims court?
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