Xfinity Mobile charge dispute

I need help with an unresolved Xfinity Mobile billing issue. We have been charged $16.66 every month since April 2025 for a phone and new number that we were told would be free, other than a one-time service charge.

We have contacted customer service multiple times, but the issue has still not been resolved. Most recently, we spent about an hour on the phone and were transferred between four different representatives without the issue being communicated between them. The last representative said a manager would call us back, but we never received a call.

We have been Xfinity customers for about 8 years and would really appreciate help getting this escalated and resolved, including a review and refund of the incorrect charges.

Please let me know how I can send my account details privately to Xfinity Support.

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XfinityBenny

Official Employee

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1.9K Messages

2 months ago

@user_swa Thanks for adding to the community. We can have this investigated. Send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the message icon located at the top right of this forums page.

Here's 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

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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user_fr7ltm

Visitor

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1 Message

I have a disputed Xfinity Mobile charge, and it has not been resolved, though I have made over 20 calls and asked for supervisors who either never contact me or contact me days later and leave no message. I reversed the charge and was now recharged with a late fee on a closed account.

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25 days ago

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XfinityPeterH

Official Employee

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3.3K Messages

user_fr7ltm Having any unresolved issue that results in extra fees would be something I would be reaching out about too. Our team can help you submit a ticket for our mobile team to investigate. Please send us a DM with your full name and complete address.

How to Send Us a Direct Message:

Click "Sign In" if necessary.
Click the "Direct Messaging" icon.
Click the "Start new conversation" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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