Is there a better way to get help from Xfinity mobile service

I’ve been a loyal customer for seven years and have always appreciated your residential service. However, I never expected to find myself in a position where I’d need to leave feedback about my experience. While I understand that occasional issues are inevitable, the consistent problems over the past two months have been incredibly distressing and have wasted a great deal of my time.

To make matters worse, every customer agent I’ve spoken to has provided a different response. Despite having email proof that I was charged, I’m still being told otherwise. Here’s a detailed account of the series of events that have transpired:

1. I initially called with a simple request: to transfer my phone number from my neighbor’s account to my own, as it was previously associated with their Xfinity service.
2. Instead of resolving the issue, your agent assigned me a new number and left the matter unresolved, citing a glitch. They assured me it would be fixed within a couple of days and that everything was fine. This occurred on November 2.
3. After waiting two weeks, I followed up on November 18, only to discover that the transfer had never been completed. It was only then that they processed the transfer. They apologized for the inconvenience and assured me that I would not be charged any activation fees due to the trouble caused.
4. In early December, I noticed my bill was around $95, so I called your agent to understand the charges. They identified the following issues:
5. • I was charged an activation fee for the phone number assigned on November 2.
   • I was charged for service from November 2 to November 18, even though the service was not provided.
   • I was charged another activation fee on November 18, despite your agent assuring me I wouldn’t be charged due to the trouble I experienced.
6. On December 8, I was charged $42.31. I assumed the bill had been updated to resolve the above issues.
7. On December 22, I discovered another charge of $70.52. When I contacted customer care, they claimed I was never charged $42.31, and the $70.52 was the final charge. Despite having email proof from Xfinity and my bank statement confirming the $42.31 charge, your agents insisted it didn’t exist. This situation caused me immense distress as your team effectively charged me an additional $42.31 and also billed me for the period (November 2 to November 18) when no service was provided.
8. On the same day, due to poor signal at home, I had to travel in the cold at night to an area with better reception to contact your agents. I requested to speak with a supervisor, who reviewed my account, identified the overcharges, and credited the amount back to me, providing some relief.
9. Unfortunately, the very next day, a new issue emerged. When I attempted to make a call, I was redirected to customer service because of an alleged outstanding balance. After further investigation, the agents identified the problem and resolved it.

This is precisely what transpired, and I was deeply upset with the level of service I received. I hope you can understand the immense stress these past two months have caused me. After experiencing this series of events, I’ve started to strongly believe that continuing with your service might lead to further issues. If you have any questions or need clarification, please feel free to reach out to me.

@user_ktvll5

Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!