RE: Mobile Care, Et Al. Why must everything be so difficult?

This is the second time in the past year that I have had to go through byzantine methods to attempt to receive the services for which I have paid Xfinity.

Background: Xfinity offered a promotional: transfer your services from your current provider, bring your own phone, and get one year of free mobile service, and a mobile protection plan at $19/month. When I first attempted to go through the transfer, it failed. I tried instead to use a number provided by Xfinity since it did not accept my own number. Xfinity then overcharged me for the mobile service, even though both numbers were associated with the same phone. To preserve some anonymity, I will refer to my original phone number as #1, and I will refer to the phone number from the second attempt to sign up for the promotion as #2.

#1 was, at this time, never active with Xfinity Mobile, yet the promotion was being applied to this number. I was being charged for two mobile protection plans, one for each number, and being charged for service on the second line as well.

A few weeks after I FINALLY got this mess straightened out, FINALLY got my Xfinity service transferred to #1, where it should have been all along, and Xfinity FINALLY refunded me for the overcharges, my phone fell out of my pocket and broke. I went to the Assurant website to file a claim and it said the information I provided doesn't match their records. I contacted customer service by chat again, and they stated there is no mobile protection plan for my number. Then they signed me up for the mobile protection plan, which sent me an email prompting me to undergo a virtual inspection of my already damaged phone.

Why would I still be getting charged $19/mo for a mobile plan that I allegedly don't have? Why would you keep the protection plan on a number that is not in service? Why does it even matter when what the SCOPE of the protection plan regards the PHONE and not the NUMBER? Why is it that any time I want the most basic service THAT I PAY FOR, Xfinity ALWAYS finds a way to make it extremely complicated and add extra unneeded stress on me?


Cover the phone that I am paying for, fix my phone screen, and stop treating me badly, because my experience with Xfinity Mobile has been the single worst mobile service experience I have ever had in the history of my entire life. I have called every number I possibly could and gotten wall after wall of automated systems that have no options for what I'm dealing with. This is the only other thing I can do short of filing a complaint.