Visitor
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2 Messages
Mobile - Worst Customer Service Experience
Been a loyal customer for over 17years. My experience today literally almost gave me a heart attack and still may as not resolved. Over 3hours of chats and phone calls. In the Chats getting switched to the wrong place. Being lied to that things were fine. I got my email that my mobile bill was auto paid and the amount looked off so I went to check the bill online. Shows my mobile accounts don’t exist and no bill info. I have had mobile for I think 3 or 4 years with xfinity. I moved last month and they said would switch mobile to new address. The last person I spoke to told me no mobile account with the company ever existed (at the old address). And even went to go so far as to tell me the phone I was talking to her on was not compatible to their system even though it shows xfinity mobile as the carrier. As it stands now my 4 lines are in the stratosphere somewhere and don’t exist but yet they do. I am really at a loss for words about this and don’t know what to do.
XfinityMatthew
Official Employee
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731 Messages
29 days ago
Hello @user_1vhhlc , Thanks for posting here on Xfinity Forums. Sorry you are having to deal with this. If I had to guess without seeing the accounts I would say they didn't transfer when you moved and got stuck on the old account. This would add an extra $25 per line which would explain the odd bill. But we will want to check it out on our end to see exactly what happened. Please send us a direct message with your full name and both the current service address and the old address you moved from to get started.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" 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.
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