Xfinity Fiasco

[Edited: "Personal Information"]

Copies of our receipts for returning our equipment and purchasing a new phone and TV Service will not post on this message.

Copies of our credit card receipts for continued billing after cancellation will not post on this message.

These many situations with Xfinity has taken me a very very very long time to put together.  
1) As an Autopay Customer, once you cancel your accounts, your accounts can no longer be gotten into.  We should always be able to see our statements.  That was the whole point of Autopay.   So, we did't have to deal with paper copies.
2) The first 4 to 5 plus years we were with Xfinity, everything was going great.  Then everything fell apart.
What happened to your company starting in 2024????????????????
3) You do not have any phone numbers posted in our accounts online that we can call to inquire why our cable and phones were being charged way over what our contract allowed.  We went to your service centers several time only to find crashed service center computers in the whole area quite often or staff not fixing what they said they fixed.   No Answers over and over again.
4) Using the chat in our accounts was useless.  It couldn't answer most of our questions, and just went back to a list of possibilities or same choices that we should click on, over and over again.   Finally, we just kept saying "CANCEL CABLE AND CANCEL OUR MOBILE".  At that point, everything should have been cancelled immediately.  WHY WASN'T IT??
5) Finally, a friend told us to go to a service center and just hand in all of our equipment and tell them to cancel everything.  So we did.  And before we left, I asked the sales person "Did everything related to Xfinity get cancelled?  All of my accounts?  And, he said yes".
6) I'm still being billed for my phone (Diane), which I haven't been able to use since December 2025.  I was able to get into our mobile account, which still had a second phone for me (Diane)  listed that I tried getting taken off of my account more than once.  No one could tell me why that phone popped into my account all of a sudden.  I tried finding an email website or phone number so that I could once again ask about my second phone and remind them that I cancelled this account in December 2025.  We have even searched for paper copies in our home to find a phone number.
7) We went a very long time paying $30 for 3 Gigs of data for two phones.  It was going well.  Once in a while we would go over in our data and would  be charged, and that charge never reached $60 which was the cost of unlimited calling.  We were saving money with our 3 Gigs of data.  Then out of nowhere our data bill went into the $100 to $300 range per month!  We went to a service center to ask why.  Your service center's computers were either crashed, which one time crashed in the middle of the sales person trying to figure it out, or they couldn't figure it out.   Once they claimed to fix the problem, which was not fixed.  Then we went to your service center once again and were told our phones were too old and that that was the problem.   So, there went another $400 for new phones.  The new phones did not fix the problem.  
8)  Then we finally went unlimited for $60 for our two lines.  I received that amount for one month and then actual data was billed even though it still says Unlimited on our bill?? 
9)  Cable TV.  To save money, we lowered our cable to basic.  We only saved $40 for going to basic.  We figured we'd see if we could afford continuing cable with basic.  We were told our bill would be $165 plus tax, which would be around $168 to $172 a month.  Within a few months,  our bill constantly crept up to the price we were paying for our former plan.  Each time I contacted you, our bill was reduced again only to climb up again within months.  We were never reimbursed any overpayments.  They just gave us back the original price only to climb back up to the same price as our former plan within months again.    Then!, we received a call asking if I would like internet/WiFi at 800 Mb.... for $50 a month.  We said yes, yet we never received that deal.  ??????
10)  We've been looking for paper copies of both our accounts so that we can call to cancel our mobile as of December 2025, but, have not found any.

Finally, this took us so long to put together because we could not get into our accounts to make copies.  Between our credit card charges and notes we took we were able to put this together.  Also, I had an accident on Christmas Eve 2025, then was on three months of drugs, and four to five months of PT.  I am still not completely recovered from my injury.  And, we went out-of-town for most of the summer.  And, then there is all of the time we took looking for copies of our billing.

What was the frosting on the cake was when we cancelled everything, we were contacted and offered a five year plan where our payments would stay the same for those five years.   We didn't take it because that is not what we have experienced since 2024.  So, we did not believe them.

READ THE REST OF THIS MESSAGES FROM THE BOTTOM UP BECAUSE I COPIED AND PASTED, AS MUCH AS I COULD FROM MY BILL WHILE ALL OF THE ABOVE WAS HAPPENING.
Why do I have a Mobile phone that is activated and then another phone listed that says pending activation??

TOTAL OVERPAYMENT JUST ON MOBILE PHONES =   $1,790.86 TOTAL!
 THIS DOES NOT COUNT THE $400 WE SPENT ON THE NEW PHONES THAT WE WERE TALKED INTO TO FIX OUR PROBLEM.

THIS DOES NOT COUNT THE OVERPAYMENTS ON CABLE.  WE COULDN'T GET COPIES OF THOSE MONTHLY STATEMENTS.  YOU WILL HAVE TO FIGURE THAT OUT STARTING FROM THE DAY WE REDUCED OUR PROGRAM TO "BASIC" FOR $165.00 PER MONTH.  YOU'LL NEED TO ADD UP OUR OVEPAYMENTS SINCE THAT TIME.  ANYTHING ABOVE $165 TO $172 WE DESERVE TO GET BACK.

We turned in all of our equipment on 1/12/2026 since we were still being billed after cancellation.

We switched to AT&T iPhones and WiFi on12/05/2025.

Above is what we paid since we cancelled our mobile account that you didn't cancel.  
 Overpayment TOTAL  =  $574.51

Ed   17.33  Diane  17.33       To pay for our $200 phone costs.

[Edited: "Personal Information"]

Service with unlimited talk and textIncluded 77 Calls | 145 Messages  Device payments$8.33
Xfinity Mobile Care $9.00/mo
What does the $9.00 Xfinity Mobile Care Cover?

Purchased new phones in November 2024.  Told new phones will connect to WiFi everywhere.  It didn't.

    Billing cycle: Oct 7 - Nov 6 $120.27  OVERPAID:  $22.01

    OCT 7, 2025
    Billing cycle: Sep 7 - Oct 6 $120.27  OVERPAID:  $22.01

WHERE DID MY $60 A MONTH UNLIMITED GO????
    SEP 7, 2025
    Billing cycle: Aug 7 - Sep 6 $134.41  OVERPAID:  $36.15

    AUG 7, 2025   TOTAL OVERPAID:  $80.17  Just since we went "Unlimited"!
    Billing cycle: Jul 7 - Aug 6       $98.28

WENT UNLIMITED WITH THE NEW PHONES
Bill should be $98.26 from here.

   CORRECT:   JUL 7, 2025
    Billing cycle: Jun 7 - Jul 6 $98.26   - 54.66  = Overpayment of  $43.66

    JUN 7, 2025
    Billing cycle: May 7 - Jun 6 $298.28   - 54.66  = Overpayment of  $243.62

    MAY 7, 2025
    Billing cycle: Apr 7 - May 6 $198.28   - 54.66  = Overpayment of  $143.62

    APR 7, 2025
    Billing cycle: Mar 7 - Apr 6 $58.28   - 54.66  = Overpayment of  $0

    MAR 7, 2025
    Billing cycle: Feb 7 - Mar 6 $178.28   - 54.66  = Overpayment of  $123.62

    FEB 7, 2025
    Billing cycle: Jan 7 - Feb 6 $138.28   - 54.66  = Overpayment of  $83.62

    JAN 7, 2025
    Billing cycle: Dec 7 - Jan 6 $138.28   - 54.66  = Overpayment of  $83.62
       $721.76 TOTAL OVERPAYMENT
Lowered my Pay by the Gig down to 20.
Should be $59.00 from here to present.  Phone still wasn't picking up WiFi
Phone Mobile Care went from 6.60 and 5.70  to 9.00 each in one month.
So, now bill should stay at 20+17.33+17.33 = $54.66 plus tax.

    DEC 7, 2024
    Billing cycle: Nov 7 - Dec 6 $132.56   - 63.96 =Overpayment of  $68.60  TOTAL

Bought New Phones because we were told our phones were too old and that was the problem.  We were told the new phones would connect to WiFi everywhere we went and would correct everything.   It didn't. 
Bill should be 35+14.93+14.03 = $63.96 plus tax.

    NOV 7, 2024
    Billing cycle: Oct 7 - Nov 6 $78.60   - 38.40  = Overpayment of  $48.20

    OCT 7, 2024
    Billing cycle: Sep 7 - Oct 6 $58.60   - 38.40  = Overpayment of  $20.20

    SEP 7, 2024
    Billing cycle: Aug 7 - Sep 6 $58.54   - 38.40  = Overpayment of  $20.14
    
    AUG 7, 2024
    Billing cycle: Jul 7 - Aug 6 $78.54   - 38.40  = Overpayment of  $40.14

    JUL 7, 2024
    Billing cycle: Jun 7 - Jul 6 $58.54   - 38.40  = Overpayment of  $20.14
        $148.82  TOTAL OVERPAYMENT

"By the Gig" went from $30 to $35 for 3 Gig for 2 lines.  Bill should be $38.40
   
    JUN 7, 2024
    Billing cycle: May 7 - Jun 6 $98.40   - 33.40  = Overpayment of  $65.00

    MAY 7, 2024
    Billing cycle: Apr 7 - May 6 $165.40   - 33.40  = Overpayment of  $132.00
            $197.00  TOTAL OVERPAYMENT
    CORRECT:  Billing cycle: Mar 7 - Apr 6, 2024 $33.40

    Xfinity Receipts