Visitor
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7 Messages
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"]
XfinityJohnG
Official Employee
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3K Messages
1 year 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
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shomeservice2025
Visitor
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7 Messages
1 year 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
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