Skip to main content

    Support

    Offers

U
user_a54095
1st Topic
1st Like

Visitor

 • 

2 Messages

Sunday, April 24th, 2022 8:22 PM

Closed

Xfinity keeps charging me for mobile acct I don't have

I have contacted xfinity mobile multiple times since December 2021, canceling a mobile account that I never even activated. It is now April 2022 and I am still being charged and emailed as if I have an account with bills. My next step would be legal action if necessary, I have confirmation of cancellation even though it was never activated. Not sure what the issue is but I need it resolved. I had my card on file canceled and issued a new one as to stop the fraudulent xfinity charges. 

Question

 • 

Updated 

2 years ago

3.4K

7

0

MNtundraRET

Gold Problem Solver

 • 

5.9K Messages

3 years ago

I moved your post to the Customer Service forum for help.

0

0

CCAnna

Problem Solver

 • 

874 Messages

3 years ago

Thank you for reaching out over Xfinity Forum @user_a54095. I can't imagine the headache you have right now. This certainly sounds like an awful situation and is never what we want to hear.

 

Due to account security, we have very limited access to your Xfinity Mobile Account here on Social Media, and we recommend reaching out to our experts to ensure your concern is resolved. The expert mobile team can be reached at 1-888-936-4968. They are available 24 hours/day, seven days/week. You can also reach out using this link https://comca.st/3qADHDs. Scroll down to the bottom of the support page and click "Ask Xfinity". If you have any further questions or concerns, please don't hesitate to reach out.

 

Thank you @MNtundraRET for bringing this to our attention. 

5

0

user_a54095

Visitor

 • 

2 Messages

@XfinityAnna​ Hello, I have spoken to this team at least four times and the issue hasn't been resolved, I still have emails being sent to me for billing and payment requests.

3 years ago

user_cb750b

Visitor

 • 

1 Message

@XfinityAnna​ 

i am having the same issue- I ported both my number back in August to another carrier and the rep assured me the account is canceled but I am still being charged every month.  Please contact me to resolve - [Edited: "Personal Information"]

(edited)

2 years ago

0

XfinityThomasC

Official Employee

 • 

2.5K Messages

Hello @user_cb750b! Thank you for reaching out for help with Xfinity Mobile service, via our community forums. To receive customer support, you'll want to reach out to our exceptional team of Mobile experts. Support information can be found here: https://www.xfinity.com/mobile/support/article/what-type-of-support-does-xfinity-mobile-offer#:%7E:text=Text%20an%20Xfinity%20Mobile%20Specialist

You can contact our Xfinity Mobile support center via any of the following methods:

 

  • SMS Text Message: 1 (888) 936-4968

 

  • Phone: 1 (888) 936-4968

 

  • Chat: https://www.xfinity.com/xfinityassistant/?channel=xMobile

 

Thank you for participating in our community.

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

2 years ago

0

user_896b86

Visitor

 • 

2 Messages

None of this works. The automated system only wants me to sign in with my phone number but it doesn’t find it or make the payment. It’s very confusing and there is no way to talk to a person. I am now considering legal action as well. 

2 years ago

0

ccRuben

Retired Employee

 • 

729 Messages

We can help guide you. Please send us a direct message following the instructions above. Thank you. 

2 years ago

0

CCAnna

Problem Solver

 • 

874 Messages

3 years ago

Oh no @user_a54095, I am sorry that your attempts to get help seem to be going nowhere. Let me see if we can work some magic on the backend for you. I am sure working together we will get to the bottom of this. Can you send us a private message with your full name, name of account holder (if different) and service address? To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!

 

0

user_39ab17

Visitor

 • 

1 Message

3 years ago

I am having this same issue. Called and spoke with a rep explaining we cannot activate our phones because they are locked with ATT - she said she was cancelling the account and that I should see the adjustment.  I am still getting emails that my account (that was never activated) is overdue and now receiving a collections letter.  I am an Xfinity employee and it is impossible trying to get this issue resolved.  Refuse to transfer services to them after this.  When you call customer service and don't have issue an resolved the first time,  you know what you'd be dealing with if any other future issues arise.  There is no email address for them either making it even harder to reach someone who knows what they're doing.  

6

0

XfinityAmira

Official Employee

 • 

4.1K Messages

Hello @user_39ab17, thanks for taking the time to reach out to our Digital Care Team. We're sorry to hear about this Xfinity Mobile issue as well as any inconvenience or frustration we have caused you. As stated, Mobile support on social media is currently limited, and we only have access to help with general questions about pricing, service offers, and basic troubleshooting available on xfinitymobile.com.

For the best assistance, we ask that you please contact our Xfinity Mobile support center through any of the following methods: 

To receive the best assistance, are you able to reach out to them via

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

3 years ago

0

user_cf151f

Visitor

 • 

1 Message

I am having the same issue. Xfinity is auto-charging me each month for a service I do not use, never requested. 

2 years ago

0

CCTravis

Problem Solver

 • 

546 Messages

Hello, @user_cf151f

Are you experiencing issues or concerns with Xfinity Mobile billing? If yes, then we would advise using the Xfinity Mobile contact methods posted above.

If you have Xfinity Internet, TV, or Xfinity Voice (hone phone) billing concerns, please feel free to send us a direct message with your full name and address. Thanks!

To send a "Direct Message" message:

• Click "Sign In" if necessary

• Click the "Direct Messaging" icon at the top of the page (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 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 no longer work for Comcast.

2 years ago

0

user_94a881

Visitor

 • 

1 Message

Chat is useless for getting your account refund and canceled.. And the third party service is alway down and no one seems to be able to help when you call 

2 years ago

user_cda6e1

Visitor

 • 

3 Messages

I've been having this exact issue, seems like underhanded business practices to me. When I was signing up for internet service the customer service rep sent me a mobile sim card I didn't want becasue he told me I could have it 'just in case' I ever wanted to switch because xfinity mobile "is so hard to get approved for, [he's'] been trying to get accepted for months!" and it would be free. Low and behold I've been charged $15+ ever month since (they also sent me a modem I didn't ask for despite telling them I had my own equipment, which I had to pay for until I could make it in to return it..... seems like there was a reason I couldn't sign up online for services). My apologies to the support staff, I can only imagine what they have to deal with, given how many shady practices the have the sales reps use.

2 years ago

0

user_877b18

Visitor

 • 

1 Message

2 years ago

I’m having the exact same issue. I never activated mobile service, and received cancellation emails November 14th for them charging my card for the services that I never activated. I called was advised by the rep that sent me the cancellation emails that I would receive a refund. Fast forward, I ended up having to file a dispute because I never received the refund, and when I chatted with xfinity, they advised that I didn’t have an account to pull so they would schedule me for a callback, but never got a call back. Now on 12/16, they billed me again, so I cancelled my card completely, but now my card company won’t credit me back because they think it’s a discrepancy between what I’m saying and the apparent ‘subscription’ that I have with xfinity. I spoke with yet 2 more reps on 12/26 about this and they advised they couldn’t assist because I don’t have an active account. So I got looped back into the customer service reel and still have no idea how my now second dispute with my cc company is going to go, meanwhile xfinity has almost $250 of free money from my account and nobody can seem to explain how/why or fix it. I have other bills for services that I actually use, and I can’t afford for this to keep happening.

1

0

CCKorie

Problem Solver

 • 

1.1K Messages

Sorry to hear this is happening, and have haven't been able to get the help needed. I'd be happy to look more into this for you. Can you send us a DM with your name and address? 

 

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the “chat" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

I no longer work for Comcast.

2 years ago

0

user_52bcd1

Visitor

 • 

2 Messages

2 years ago

I am having the same issue. I thought I was probably the only one but clearly not. I called so many times to get it resolved and they just kept sending me one to another. I requested to speak to a supervisor or manager and surprisingly no one was available. I was told then that someone will call me and guess what? it never happened. I didn't provide a card number to Xfinity Mobile every, and they went ahead and charged my card on my xfinity internet account. so I had to call my card issuer after couple of months trying to get this resolved to cancel my card. now I am getting emails saying that I have an outstanding balance for a service that I never had. are ya just scamming people to get their money? changing people for something they do not have!!! what kind of BULLS**T is this 

im canceling my internet service too with them as soon as I get my new internet set up. 

2

0

CCEthan

Official Employee

 • 

1.4K Messages

@user_52bcd1. We definitely want to resolve your issue and make sure the billing is taken care of. Did you purchase a phone and return it? Did you sign up for mobile, but not proceed at some point? If you have also tried the chat support https://www.xfinity.com/mobile/support and spoke with an agent with no resolution, we can look into helping you with this. Please direct message your name and address if that is the case. 

 

Make sure you are signed in to forums

1. In the top right corner, you'll see a little chat icon(direct message) near the bell icon. 2. Click the "New message" (pencil and paper) icon

2. Hit the compose button to the right of "conversations"

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

 

 

I no longer work for Comcast.

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

2 years ago

0

user_52bcd1

Visitor

 • 

2 Messages

I just did and they told to call!!! 

2 years ago

0

user_896b86

Visitor

 • 

2 Messages

2 years ago

I am having the same problem. It has been impossible trying to talk to a human to help me. I no longer live in an area with xfinity stores too. 

1

0

CCChelseaA

Problem Solver

 • 

637 Messages

@user_896b86 We certainly want to help out! Please feel free to send us a direct message using the steps outlined below so that we can gather up some additional details and assist further! 

Here are the detailed steps to Direct Message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

I no longer work for Comcast.

2 years ago

0

forum icon

New to the Community?

Start Here