Visitor
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1 Message
Not receiving payment for the remaining balance on my phones to port over to you.
I switched my mobile service from Verizon to you guys back in May and I was told that the remaining balance on my phones with Verizon would get paid off. Now, a month and a half later I am being charged by Verizon for the phones as they have not been paid off. I have called customer service and they told me the only thing I can do is go back into the store where I set service up and would not help me at all over the phone. I thought I was getting a great deal from Xfinity at the time but now feel I have been scammed and mislead to get me to transfer my services over. What do I need to do to receive the credit that will pay me back for the remaining balance on my phones with Verizon? It was my understanding that it would all happen automatically and that obviously is not the case. I am really regretting switching my mobile service over because I feel like I was convinced to do it under false pretenses.
XfinitySeth
Official Employee
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1.3K Messages
15 hours ago
Hello user_vkex7m! Thank you for connecting with us in our community 🙌 We infinitely appreciate you getting started with the Xfinity Mobile family, so the last thing we want is for there to be any confusion about your billing for it. When it comes to Xfinity Mobile promotions in the past that have offered to cover the balance of your buyout from a previous carrier up to a certain dollar amount, they always outline that the previous carrier balances would need to be paid first, and then once paid you would provide us with proof of payment for us to verify. Once we verify the amount that was paid by you to your previous carrier, we then match that payment amount up to the disclosed dollar amount in the form of a prepaid card, but we do not provide up front funds for you to then pay a previous carrier.
How was the process outlined to you in-store?
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