4 Messages
Xfinity mobile is denying to to unlock my fully paid off phones
I have been with Xfinity Mobile since 2019, a valued member, as I've been referred to. Since May 14, 2026 I have been dealing with this carrier locked issue, I have five devices on my plan, 1 smartwatch, 1 iPad, and 3 phones, 2 of the phones were purchased at the same time, in March 2023, the other phone was purchased in April 2023. All five of my devices are paid in full, the smartwatch, iPad, and 1 of the three phones are all carrier unlocked, however, Xfinity is refusing to unlock my last two devices. Clearly I have done some research, I have met my phone installment agreement and the phones are paid in full, I have had service since 2019, clearly thats longer than 60 days and I dont have a plan contract to meet. I do have a past due balance but xfinity should not deny my unlock request based on a past due balance. I have paid over $1,100.00 for each device, my iPhone 15 Pro Max, and my Samsung Galaxy S23 Ultra. These two devices are my personal property they belong to me, Xfinity owns the phone number associated with the device not the device itself. And if a past due balance was legitimate then why are three of the five devices unlocked, one of which is the same phone as one of the locked devices.
The worst part of this situation is, on May 19, 2026 both of my Samsung Galaxy S23 Ultra phones were unlocked, only the iPhone 15 Pro Max was carrier locked, after calling Xfinity Mobile requesting to have my IPhone unlocked, suddenly 1 of my Samsung Galaxy S23 Ultra phones was locked as well as my iPhone.
This has been the worst experience, the customer service has been the worst I have ever experienced and for being a valued customer I have been treated as the human on the bottom of a shoe, I can only imagine how I would be treated if I wasn't "Valued".
I have filed a formal complaint/dispute with Xfinity requesting to have my remaining 2 devices unlocked, the 2 most expensive devices on my account at that. I am hoping I dont have to file a complaint with the FCC nor the BBB, however, I have all of my documentation if needed.
XfinityPeterH
Official Employee
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2.9K Messages
2 months ago
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user_mcee4w
Visitor
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1 Message
4 hours ago
I totally agree with you on this situation I have also filed complaints/disputes with Xfinity Mobile! I’ve been repeatedly lied to several times a month by many customer service representatives and I have downloaded chats to prove that. I’m currently disputing my bill and will not pay this bill until I’m compensated for the constant deception by these CSR’s. I’ll be paying off my iPhone soon and want to start new service with another cell phone provider who doesn’t engage in deception every time you speak to them and I will guarantee that they will not unlock my iPhone until my past due balance is paid which I agree with the customer above stating that they OWN THEIR DEVICES! CORRECT YOU DO OWN THE DEVICE ONCE ITS PAID OFF! If I don’t have an unlocked device after paying my phone in full I’ll take Xfinity mobile to court! They have engaged in “UNFAIR AND DECEPTIVE BUSINESS PRACTICES” going on a year now! This is NOT ALLOWED BY LAW BY ANY BUSINESS. I owe money but this is debatable due to the fact that they OWE ME for terminating my phone services after entering into a payment arrangement with a specified date to pay or be shut off. Well the games that these CSR’s played with me is disgraceful and so unacceptable considering I’m a disabled older female who has been a great customer and always paid my bills until I had to have emergency surgery and have been sick since and fell behind on my bills. I have always reached out to them ahead of time ask for a payment arrangement then they say that you have to have the payment taken out automatically out of your account. They’ll have you set up a debit card and then they don’t take it out of your account. This is what I’ve been experiencing so then they don’t take it out and then they end up shutting my service off and telling me that now I’m not entitled to another payment arrangement for another six months because I didn’t abide by their payment arrangement rules they tried to say I didn’t have the money in my account which I did and I reached back out to the chat, which I have all downloaded to prove that they are the ones that lie and the ones playing games I’ve had this done to me several several several times in the past year they have turned my phone off and on 3 times in one day 2 months ago on Mother’s Day! I will. I contacted the customer service rep over chat again. I would give them a different debit card because I would watch to see if they would take out the agreed amount and I’d wait a whole 24 hour. Period then contact chat just to see that, they never took it out to give them a different debit card for them to not take it out of that card either to turn around and blame me for it. I am so done with the way I’ve been treated as a disabled citizen of this country, reaching out to them for help when I’ve never needed it before I got really sick and all they did was play games with my two phones that I had on my account one for myself one for my son and my son will even tell you his phone and mine would get turned off twice three times in one day and then turned back on. These are the games that Xfinity Mobile likes to play. I have so many chats downloaded with so many lies showing that they did nothing but lied to me as a customer. That’s why it is not right and it shouldn’t be allowed under the law. Once you pay off your device that is yours you own it doesn’t matter what you owe on your account balance for cellular service because those are disputable and debatable at the end of the day wouldn’t if you didn’t owe that money if it was a mistake. This is why it’s not fair for them to be holding customers accountable to unlock their devices not until they pay off their entire bill. Well, like I said bills can be wrong. They could have wrong amount. They could be all different problems with it. That’s why they shouldn’t allow it. It’s just another extortion method in a blackmail method in order for them to get their money from you. They’ll just withhold something that you own go figure and order to take money that they’re not really entitled to after lying to you for months on end and playing with your cellular service when I had emergency surgery I got up one morning I was very sick. I had a fever possible infection. I went to go call my doctors office and my cellular service was turned off. I literally had to stay on chat with them with a burning fever for two hours. Arguing back-and-forth to get my services turned back on because they turned me off for no good reason because I had a payment arrangement with them and it wasn’t even close to the date and they played games with me knowing that I just had surgery telling me how sorry they were and I stayed on chat literally for four hours that day before I could get my phone turned back on! No one should have to go through that no one and I will take them to court. I don’t mind. I will file it with the District Court the superior court here in the state I live in and we will discuss all of the deception that they pulled with me and my phones in my bill because once I pay off my device, I’m taking it elsewhere. It is mine to do that. I own it at that point and they have no right extorting more money from me when they’re not entitled to it because it’s up for debate, whether they’re entitled to it.
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