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user_sk9gck
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Visitor

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2 Messages

10/10/2026 12:30 AM

Charging me full price for a phone I never sent back.

I feel like I’m being scammed. I have contacted Xfinity mobile about 6 times. I had the option to get my son an iPhone with a trade-in or no trade-in when I receive the phone I called Xfinity mobile and they said I did not have to do the trade-in. It’s fine and that my price will be adjusted and put in the System. My price was adjusted. I don’t know what to do because now they’re trying to charge me almost $1100 Full price for the Phone and they said today after all this time that they can do nothing about it. I did nothing wrong at all!! I don’t know what to do???? I did absolutely nothing wrong They said they can’t reverse it. Do I need to hire a lawyer? Do I need to contact the FCC? I’m getting no help. I have an email here saying that I returned an iPhone 17 Pro Max that I never returned. The trade-in was supposed to be for an iPhone 15 Pro Max, but I called before I activated the new iPhone and Xfinity Mobile customer service said it’s fine that my price would just be adjusted like I said. Now they’re trying to charge me full price when they’re the ones that made the mistake. I have a picture of a screenshot proof in my emails. I just don’t know what to do. I need help. 

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6 hours ago

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XfinityMarshante

Official Employee

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1.5K Messages

7 hours ago

Hello @user_sk9gck, thank you for taking the time to leave a post. We can understand why you feel upset and unsure of what to do, especially after receiving conflicting information and making several attempts to resolve the issue. We’d like to review the account, trade-in details, and any available documentation more closely, so we can better understand what happened and explore the available options for getting this addressed. For your privacy and the security of your account, if you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.

 

How to send us a direct message: 

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

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