Visitor
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1 Message
Unauthorized charges and unauthorized account transfer
Hi,
woke up this morning to a unauthorized charge of $105 and a whole new modem. have been dealing with cybersecurity issues with you guys for a bit now. Another issue is that this fraudulent charge was transffered to my account from another account which is strange as I never approved of it and for Xfinity to do so without my knowledge or consent seems fishy and considering getting a lawyer. Moreover when I called to fix the billing, the guy sneakily upgraded my internet by 100mbs and just gave me a discount to be quiet. really sketchy behavior here on Xfinity's part.
XfinityJorge
Official Employee
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3.1K Messages
2 months ago
To send a "direct message" / "private message" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
• As you are typing a drop-down list appears. Select "Xfinity Support" from that list
• An "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
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user_8ukltt
Visitor
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2 Messages
1 month ago
I am filing a formal complaint for consumer fraud. Xfinity has explicitly admitted fault in a "bait-and-switch" promotional error but refuses to honor the agreement, dragging me through dozens of hours of customer service runarounds.
The Facts:
The Promise: On
[Date], an Xfinity agent explicitly promised me a promotion for a free phone and free service for one year. I have the saved chat transcripts proving this.The Breach: Xfinity is actively charging me for both.
Admission of Fault: Multiple agents admitted I was given this promotion by mistake (claiming it was "only for new customers"). They acknowledged Xfinity’s error but stated they "can't do anything about it."
Customer Service Runaround: I have spent hours on the phone and in-store. Agents repeatedly tell me a ticket is open and will be resolved in 2–3 days, only to quietly close the ticket with zero resolution. Supervisors intentionally disconnect calls or leave me on indefinite hold. Xfinity refuses to provide written confirmations or email receipts of these conversations.
Required Resolution:
I will not accept another unverified internal ticket. To resolve this, I require:
An immediate credit to remove all erroneous phone/service charges to date.
The application of the promised promotion (free phone and service for 12 months).
Written email confirmation of this resolution.
If this is not resolved immediately by an executive team member, I will escalate this case to the FCC, the BBB, and my State Attorney General’s Consumer Protection Division.
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