Visitor
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1 Message
URGENT Escalation: Repeated Account Migration System Loop Breaking 5-Year Internet Promotion Guarantee
I am contacting you to request a permanent manual intervention to resolve a recurring billing issue that frontline customer service has been unable to fix. My account is stuck in a systemic looping error where my mobile phone line is repeatedly stripped from my residential plan, assigned to an unauthorized new account ID, and billed standard rates.
This error breaks the terms of my contract: a guaranteed 5-year price lock for 1 GB Internet, which required enrolling a mobile line as part of an internet promotion.
finity's automated billing system triggers a forced account migration shortly after. The system generates a brand-new residential account ID, detaches my mobile line from the original promotional profile, and begins charging unauthorized standalone fees.
THIS SEEMS LIKE AN INTENTIONAL RIP-OFF, WEARING DOWN THE CUSTOMER UNTIL THEY GIVE UP AND SWITCH. SIGNED UP IN FEB 2026, HAVE SPENT OVER 12 HOURS ON THIS ON WAS PROMISED I WOULD NEVER HAVE TO CALL AGAIN! VERY NEXT BILL ISSUED FOR FULL MOBILE LINE CHARGES; AND REPEAT, SAME RESULT CONSISTENTLY - IT IS BUILD INTO THE SYSTEM.
I WON'T ACCEPT THAT ITS A SYSTEM ISSUE THAT CAN'T BE FIXED. BAIT AND SWITCH EVERY MONTH, FILING A FORMAL COMPLAINT.
XfinityDemetrise
Official Employee
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252 Messages
3 hours ago
Hi there @user_gz15s3 Thank you so much for reaching out on our Xfinity Community Forum. I'll be happy to assist. To get started, please follow the steps below to send a direct message.
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