Visitor
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7 Messages
Unauthorized Charges and Service Issues – Request for Immediate Clarification and Refund
Hi,
We need immediate clarification and action on the following issues regarding our Xfinity Mobile and Internet services:
1. In January 2025, we were offered a free line by phone. Based on that, we accepted and activated the line (Order #[Edited: "Personal Information"]), which was supposed to be free.
Instead, we were charged monthly ($68.14, $47.02, $42.02, etc.) for months without being informed properly that it wasn't free.
We never received a refund even after canceling this line.
This feels like a misleading sales tactic and unauthorized billing, especially since everything went directly to autopay.
2. We recently activated two new lines expecting a combo discount on our internet bill. Instead:
Our internet bill increased from $53 to $93
We were charged an additional $45.33 as a partial charge with no clear explanation
We want to know: Why the combo discount wasn’t applied? Why are we paying more?
We are seriously considering canceling all services if this is not resolved promptly.
We request:
A full refund for the unauthorized mobile charges from January to June.
A clear breakdown of the $45.33 charge.
Correction of our Internet bill, applying the correct combo discount as promised.
We expect a response within 48 hours.
Thank you,
XfinityRichard
Official Employee
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3.1K Messages
9 months ago
Hi there, @user_3nx6lb ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'll be more than happy to assist you with your billing concerns. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard
Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.
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user_3nx6lb
Visitor
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7 Messages
9 months ago
Hi everyone,
Just wanted to give an update here since this community has been so helpful.
Xfinity refunded the $216 in charges related to the mobile line that was supposed to be “free” that part is now resolved, and I really appreciate it.
But I'm still dealing with the second half of the issue: after canceling that line (which I never used and only accepted because it was described as free), my home internet lost the promotional discounts I had locked in until 2026 and 2028, and the monthly bill went up from $53.
I’m hoping Xfinity will recognize that this change wasn’t my fault and will restore the previous discount. I just want things to go back to how they were before this confusion started.
Thanks to everyone here who’s been following along and to the support team for any help with the final step!
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user_3nx6lb
Visitor
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7 Messages
9 months ago
I just wanted to clarify that we still haven’t received any update regarding the canceled discounts on our residential internet plan. So far, only the mobile billing issue was resolved.
The discounts on our home internet, which were valid until 2026 and 2028, were removed when we canceled the “free” line (due to the incorrect charges). This was not something we requested, and we’re hoping it can be corrected.
Our next internet bill is due on July 20, and for now, we’ve taken it off autopay while waiting for this to be resolved.
Thanks again for your help, and I look forward to hearing what the next steps will be!
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