Promised a free Xfinity mobile line for 12 months with Xfinity Internet, but keep getting charged and agents can't help me.

I signed up for an XFINITY promotion that stated if I have an internet plan of 300 Mbps or higher, I would qualify for 12 months of free XFINITY Mobile service. My internet plan exceeds 300 Mbps, so I took the offer and even purchased a new phone through XFINITY Mobile. However, my first bill now shows a charge of $65, when I was told it should only be $25 for activation.

I contacted an XFINITY agent via chat, who assured me the issue was fixed, but the incorrect charge remains. I need this resolved before I am billed $65 instead of the promised amount. Please review my account and ensure the promotional offer is correctly applied.

Thank you.

Responses

XfinityQuemekia

Official Employee

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131 Messages

23 days ago

Hello @papawow Thank you for reaching out to us here on our Xfinity Community Forums.

We are sorry to hear about the problems you're having with your Xfinity mobile bill. I'd be happy to take a closer look to provide you with more information.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

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user_8f4xt1

Visitor

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1 Message

17 days ago

Same issue here. I received a free phone and even used it. I just checked that Xfinity mobile will be charged around $78 starting next cycle.

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XfinityChristy

Official Employee

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2K Messages

user_8f4xt1 Hello, and thank you for reaching out via our Xfinity Community Forums. That sounds incredibly frustrating! I can understand how upsetting it would be to sign up for a promotion and not see it. Please know I'm here to help get this straightened out for you. I'd be happy to review your account details and the specifics of the promotion you signed up for. I want to make sure that your billing reflects that deal. To get started, please send our team a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account.

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

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

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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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17 days ago

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Customer Service

papawow

Promised a free Xfinity mobile line for 12 months with Xfinity Internet, but keep getting charged and agents can't help me.

XfinityQuemekia

user_8f4xt1

XfinityChristy

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