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user_xqad0d
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Saturday, May 11th, 2024 7:35 PM

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Still being billed after service ported to Verizon

Hello, we switched our three lines over to Verizon in October of 2023. Our new phones arrived and became active on their network. We verified that none of our old phones were active on Xfinity.  Unfortunately we continue to get billed for lines we do not have. I have spent hours in online chat, phone conversations and trips to local office and no one is able to help. What can be done to get this corrected?

Question

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Updated 

1 year ago

245

2

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XfinityBenny

Official Employee

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832 Messages

1 year ago

@user_xqad0d There can be charges for unpaid devices or accessories added to the account. If the service is stopped by porting out the line, there is no service for the fees to continue. What does the statement show the charges are for? 

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user_xqad0d

5 Messages

I was told one line did not port even though it did.  All new phones were active on Verizon and no old devices were active on Xfinity.  I have my first Verizon bill to prove this.

1 year ago

0

XfinityBenny

Official Employee

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832 Messages

@user_xqad0d So the concern is that an active line needs to be disconnected, correct? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_xqad0d

5 Messages

No, there is no active line. All of our lines are with Verizon.  For some reason Xfinity mobile did not think it ported. What I need is for you to stop billing me and cancel the outstanding balance.  I’m at the point now where I will be contacting a lawyer if this does not get resolved. It should not take seven months for Xfinity to fix this.

1 year ago

0

XfinityEva

Official Employee

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1.7K Messages

 

user_xqad0d Let's take a look at the account and help you out with these concerns. Please send us a direct message with your full name and the service address to get started. 
 
To send a direct message: 
  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell 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
 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_xqad0d

5 Messages

The direct message was sent as per the instructions provided.

1 year ago

0

user_xqad0d

5 Messages

1 year ago

Are there any updates to this ticket?

0

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