Land line charges

Thank you for reaching out here. I will be happy to take a look at any questions about your bill from here. Can 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

I realized my bill kept increasing, so I contacted Xfinity customer service to see if returning a cable box I no longer use would lower it. During that call, the representative informed me that I had been paying $30/month for a landline service for the past 5 years something I was not aware of and never used.

I have been on paperless billing with automatic payments, so I did not routinely download detailed statements. The charge appears under “Xfinity Voice,” which does not clearly indicate an active landline service and is easy to overlook. It also does not stand out on the app or main billing summary.

I have never plugged in or used a home phone. When I escalated the issue, I was told they cannot verify whether the service was ever used.

To date, I’ve paid over $1,800 for a service I never used.

Their resolution:

• Remove the service and backdate only 4 months, or
• Keep the service and continue paying

They also stated they cannot issue credits beyond 120 days due to their billing policy.

This situation is very frustrating. Being charged for years for a service I never used — especially when it’s not clearly disclosed

is not acceptable.