Visitor
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1 Message
Was offered a free mobile line but I am getting charged for it.
I am seeing the same issue with many customers. I was offered a free mobile line because I have xfinity internet. I signed up for the promotion and the agent assured me it's a free line. It was not only her word, the xfinity website also showed me the agreement and I could see the credit applied to the cost of the line in the agreement. Once I signed up and the first month passed, I got billed for the line.
I have called xfinity many many times. First off, no agent provides the same answer: One tells me the promotion was not properly applied, the other says this is not for an existing customer, the third says something else and so on. One thing I find interesting is that no where on xfinity site you can find a copy of the agreement that you have signed. I requested it from the agents and they say there is no copy and none can provide me with the copy. But when I challenged them a bit, they say they are seeing the details of the cost in the order. I ask for a copy of the order and they refer me to go on the app and find it under a tab that does not exist!
At this point, I am just writing this in this forum as I am trying to collect evidence that this is in fact a scam and I will share this with class action lawsuit sites. I am sure that someone is going to pay attention to this as I see many many customers complaining about this.
One last note to the xfinity customer care employees who are reading these forums and usually post the following standard response:
"""""""
To send a "Direct Message":
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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
"""""""
This is also a useless guideline as there is no "direct messaging" icon at the top of the page! So everything has been set up as a lie. One agent actually offered to waive one month cost of the line out of the kindness of his heart. [Edited: "Inflammatory"]
XfinityAdrienne
Official Employee
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1.7K Messages
4 months ago
Good Afternoon, @user_g6f4e! Thank you so much for taking the time to reach out to here on the Xfinity Forums. I do apologize for the experience with the Xfinity Mobile promotion applying, and the frustration it has caused. The mobile promotion can take 1-2 billing cycles to apply fully, and we can certainly take a look into the account with you. Those instructions to send us a DM are correct, if you are not seeing the DM icon, we would recommend clearing your browser cache and cookies, then come back to the Forums which should bring the DM icon for you. Please let us know if you do not see the DM icon.
(edited)
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user_ci1pwb
Visitor
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1 Message
20 hours ago
I'm dealing with the same thing I was offered two free phones when I opened two new lines and I only had to pay the taxes for both phones, $50 a phone, yet I'm getting charged each month for the phone apparently even though I was Guaranteed that they were free, to trade in my phone they want to charge me $70 because it's not paid off yet? How can I pay off something that's free?
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