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user_117697
1st Topic

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4 Messages

Wednesday, July 13th, 2022 2:52 PM

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I was told the phone was free until I saw my bill

I purchased mobile service with Xfinity 1 month ago. I told the sales rep that I wanted to purchase the Galaxy phone. He told me that the moto g phone was free and to take it despite my interest in the Galaxy. After receiving both cell phones, the Samsung malfunctions a month later and I gave to take it to an Xfinity rep who asks me why I'm paying for two phones and one was never activated. The sales rep lied to me to take a phone that was not free and that I didn't need and now they won't take the phone back. This is fraudulent.

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Updated 

2 years ago

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Again

Expert

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31.5K Messages

3 years ago

@user_117697 

You may not have been paying the price of the moto g, but you had two cell phones, hence two lines of service that you were paying for.  Apparently the CSR didn't make that clear, but he didn't necessarily lie to you.  So, the moto g was free, but you were paying for cell service for it even though you hadn't activated it.

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user_117697

Visitor

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4 Messages

@Again​ there was no reason for two cell service lines. When I check my bill i noticed on both cell phones had installments and I was paying a fee ...when I went to Xfinity I yesterday told me that I was paying for both phones.

3 years ago

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user_117697

Visitor

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4 Messages

The Moto g phone was never activated because I didn't need it in the first place. The Galaxy phone was the phone that was activated hence the reason why I told the sales rep that I never needed the Moto g in the first place. So there was no reason for two service lines.

3 years ago

0

Again

Expert

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31.5K Messages

@user_117697​ 

The thing is, you accepted the Moto G and took it home whether you activated or not, you were still paying for the service, not the phone.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

3 years ago

0

user_117697

Visitor

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4 Messages

They shipped me the two phones. So I'm paying for a service for a phone that I didn't agree to have. Got it . Thanks

3 years ago

0

XfinityDemitrius

Official Employee

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1.8K Messages

Hi @user_117697,

If you have any further comments, questions or concerns in regards to the Xfinity Mobile service and billing, please do not hesitate to reach out to our Xfinity Mobile partners. We would suggest contacting our Mobile experts via one of the following methods:

• SMS Text Message: 1 (888) 936-4968

• Phone: 1 (888) 936-4968

• Chat: https://comca.st/3RBprXB

 

Our XFINITY Mobile partners are available daily from 7 am to 9 pm EST. I'm confident they'll be able to get this resolved for you. We're here 24/7 if you have any general XFINITY Mobile questions in the future.

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

3 years ago

0

user_ac4466

Visitor

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8 Messages

3 years ago

The exact same thing happened to me today, Luis tell me if I switched from AT&t to Xfinity he would give me an absolutely free iPhone SE but when I got home and looked at my account they added $400 with a $17 payment a month. I contacted an attorney today because this is not the first time this has happened to me with this company

2

user_739007

Visitor

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3 Messages

@user_ac4466​ this same thing happened to my mother who is 85 years old and they have been charging her for 10 months.  Was your attorney able to help?

2 years ago

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CCAshley1

Official Employee

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746 Messages

Hi, thank you for reaching out to Xfinity. I understand there were promotion concerns that you did not sign up for. Please reach out to our Xfinity Mobile team at 1 (800) 934-6489 or chat with a specialist at https://www.xfinity.com/xfinityassistant/?channel=xMobile to discus your concern and assist with the correct promotion. 

I no longer work for Comcast.

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 years ago

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