Visitor
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1 Message
Mobile account serious issue
Last year my mobile account experienced a fraudulent charge for a iPhone 16pro max. I contacted Xfinity immediately and they caught phone in transit. The phone was then delivered back to the Xfinity warehouse,it was never delivered! and yet Xfinity has added the iPhone 16pro max to my statement EVERY MONTH FOR OVER A YEAR NOW. $49.99.,so every month I must call customer service re-explain and get a $50.00 credit or my service will be terminated for non payment (OF A PHONE I DON'T HAVE). After a year of this wasted time and energy. I finally got the FedEx tracking number. THE IPHONE 16 PRO MAX WAS SHIPPED FROM Xfinity warehouse in TN AND RETURNED TO THE SAME WAREHOUSE IN TN. But Xfinity has been charging my account for a iPhone 16pro max that Xfinity owns. And the phone number on my account for this iPhone 16pro max is (999)999-9999... I AM LIVID!!!! How can I send a screenshot of this FedEx tracking to a tier 3 agent or higher?
XfinityJustinM
Official Employee
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1.1K Messages
6 hours ago
Hi @user_zdmupt,
Thank you for making us aware of this issue. It sounds like you have been doing a lot of leg work that should have been removed from the equation long ago. You've come to the right place for help. Rest assured we will get this resolved for you.
For future reference, please keep in mind that sending unsolicited private messages to an Official Employee of the Xfinity Help & Support Forums, is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message. This helps other members of the community with similar issues to find the answers they need.
I will follow up with you in the direct message conversation that was created.
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