"free Apple" Watches scam

I purchased a new phone in October of 2024. I was offered 2 "free" Apple Watches. I told the salesman that I did not want them if there was any cost involved. He told me that there would not be. I believed him and took the watches. (He was also a new employee). We do auto pay and have not checked monthly to see if the billing is correct because we trust this company that we have been with for 30 years! We are also Diamond Members which apparently means nothing! So, as of now we have been charged $300 for our "free" watches that have NEVER been used! We want our money back. This is terrible the way Xfinity treats their customers. This same thing happened when we found our years later that we had been paying for a landline that we never knew that we had. It was very well hidden in the bill when we checked. That was thousands of dollars that we lost. Found out we had a phone number for it (but were NEVER told)! We didn't even recognize the number when we looked back. Please contact me ASAP with a real agent so that we can get this resolved!!!!!!!! Feeling furious.

Responses

Oldest First

Selected Oldest First

user_s4ls0m

Visitor

•

6 Messages

2 months ago

Other users with the same problem. Have you ever gotten a resolution???

user_s4ls0m

Visitor

•

6 Messages

Nope. No response. How in the heck do you get help from this company???!!!

2 months ago

XfinityRaul

Official Employee

•

2.6K Messages

2 months ago

@user_s4ls0m Thank you for making us aware of your experience with these Apple watches. I would be more than happy to review your account to see what we can do with this unexpected charge.

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.

user_s4ls0m

Visitor

•

6 Messages

NO! IT HAS NOT BEEN RESOLVED! IT NEEDS TO BE ASAP! WE KEEP GETTING CHARGED $20 A MONTH FOR THESE 2 APPLE WATCHES THAT WE HAVE NEVER USED AND WE WERE TOLD THAT THEY WERE FREE. THIS IS FROM OCTOBER OF 2024! WHO CAN I CALL TO GET THIS RESOLVED???

2 months ago

XfinityBradM

Official Employee

•

1.3K Messages

We've messaged you in DMs and are awaiting your response. Please meet us back there to continue getting assistance!

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 months ago

user_s4ls0m

Visitor

•

6 Messages

I never received anything. Can I get help now?

1 month ago

user_s4ls0m

Visitor

•

6 Messages

My original email is up above...

2/6/26

I still have not been helped! This is an impossible and unethical company. I finally was able to get in touch with a disputes representative after MANY attempts trying to even get through to that department. She gave me explicit directions of what the process would be as it went to the disputes department. After the discussion and resolution of the problem, I was told that I would be contacted and sent a label to return the "free" watches.

I finally reached a rep and this was her response.

2/8/26

Thank you for reaching out to our executive office. I appreciate the opportunity to discuss your questions and concerns regarding Xfinity Mobile. I will be your main point of contact, so please keep this email for your records.

If you’d prefer to communicate through email, I’d be happy to assist you this way.

To ensure your account security, I’ll need to verify your information first. Once verified, I can work with you via email to better understand what happened and help resolve the situation as quickly as possible.

If you reply to this email, it will come directly to me. If I am unavailable by phone, please leave a voicemail, and I will return your call as soon as I can.

Never happened after several days of calling multiple times. Phone was never answered and my voicemail that I left to call me never was answered either. Unreal.

Sincerely,

(I took off her name)

Escalations Specialist

Xfinity Mobile Executive Resolutions

OUT Marketing/Communication Board Member

I never heard anything until I received a message stating that the case was closed with no reason given! Below is my response.

2/10/26

Hi,

This is _________calling back from a phone call I missed this morning regarding our case. It said it was being closed out today but I have no idea what the outcome has been. I never received an email or anything. Please let me know what the decision is.

2/10/26

Hi,

This is ______ responding to your email. It had gone to my junk mail and I never was able to see it. I have tried calling multiple times but it always goes to voicemail. I have left messages for you also. I have not been called back, yet you told me that you would. This has been super frustrating trying to get help with this problem! It seems impossible and has been going on for far too long. I have wasted countless hours trying to get help. This is terrible customer service.

In the meantime, someone canceled our service for wifi on the watches (which is the $20 fee per month). I had asked about that, however never gave permission to do that. Now I have been told that we have to pay off our phones for canceling before the 24 months are up and because of that we have to pay $90 more than if we had not canceled them!!! What the heck!

Last, I called again and talked to a different guy who first told me they could not switch it back to continuing the $20 per month (so we wouldn't have to pay that extra $90 on top of what we are currently paying). He could not help me and told me Xfinity NEVER gives refunds. He then told me that he could offer me 2 "free"I-pads to remedy the situation. Seriously?! I would never want anymore FREE stuff from this company and we don't want I-pads!! Then, he offered me money off on a new phone which I don't want. The money off is the same thing that is offered on their website that anyone can use! So, nothing was a special offer to compensate for their mistake in the first place. He kept trying to offer other things that didn't even make sense. That phone call was more wasted time for 1 hour and 45 minutes.

So, this is where we are at. Hoping that an honest representative might be able to help. I suspect that we won't ever hear anything more. This is how they SCAM their loyal customers. I am sorry this is so long. Hoping it can help another customer in a similar situation as to what the outcome will be after wasting too much time in your life!

23 days ago

2058

Visitor

•

4 Messages

24 days ago

I am wondering about why my negative review regarding a “”free gift” of 2 free smartwatches watches that in actuality was charged over $100.00 even though seconds before was “promised” that rep had cancelled order and I would not be charged.

Customer Service

user_s4ls0m

"free Apple" Watches scam

user_s4ls0m

user_s4ls0m

XfinityRaul

user_s4ls0m

XfinityBradM

user_s4ls0m

user_s4ls0m

2058

New to the Community?