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Visitor

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6 Messages

Wednesday, May 7th, 2025 7:04 PM

BBB Complaint: Xfinity - Account Access Failure & Unjust Bill

Complete complain submitted to BBB:

Description of complaint:
BBB Complaint: Xfinity - Account Access Failure & Unjust Bill
Ordered Xfinity service (plan $29.99/$19.99 w/autopay) on 3/12/25 (confirmation email received). Immediately faced inability to access my account. Contacted Xfinity multiple times; long waits, ineffective assistance. Tried all suggested fixes (cookies, browsers, app, password reset) - none worked. Despite agent assurance, access failed. Could not set up autopay due to this. NO service was ever activated by me. On 5/7/25, Xfinity call and claim I own bill about $59 - completely unwarranted. Called to explain ongoing access issue & lack of activation. Tech cited "security issue," suggested in-store visit (claimed inability to see ANY account/billing info). This contradicts billing. Due to Xfinity's failure to provide account access despite my efforts, I rejected the unreliable service and requested order cancellation & bill removal. Tech couldn't assist. This entire situation is due to Xfinity's system/access issues, preventing my account use and service activation. I have NO obligation to pay this erroneous $59 bill for a service I couldn't access and never used. Request immediate cancellation of order and removal of the $59 charge. 

Account/Order/Tracking number:
[Edited: "Personal Information"]

Official Employee

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1.7K Messages

1 day ago

Thank you for reaching out to our team here @shomeservice2025. I will be happy to look into that issue from here. Could you send me a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   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

   Press Enter to send it

Visitor

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6 Messages

22 hours ago

As I said, I can't access my account. I can't find anywhere to follow the instruction: Click the "New message" (pencil and paper) icon

Official Employee

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3.3K Messages

@shomeservice2025 I definitely understand how frustrating this must be. Just to clarify, you do have a username, but you have been unable to use it to log in anywhere? Can you share what type of error you are getting?

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

Visitor

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6 Messages

There are not error. But everytime I login, it will route to https://www.xfinity.com/auth, and the page back to no login staus. 

Official Employee

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1.6K Messages

Let's try another route - can you please follow these initial signup steps to see if the account ID information is actually saved for the account? This will guide you through making the Xfinity ID. 

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

Visitor

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6 Messages

The system shows: We found an existing profile using this phone number. then I click using existing profile. But when I click it, no error, and no any of my information under account, which still request login. nothing changes

Official Employee

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1.6K Messages

OK, that's good! We now know the profile exists. When attempting the password reset process previously, what stopped us there? 

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

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