Visitor
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3 Messages
Billing Issues
I've been with xfinity mobile since August of 2025 and I've been overcharged every month since. They have 5 phones listed on my account but I have only 4 phones. One phone is listed twice and I'm being charged twice for the same phone. I've chatted 3 times with no success and went into the store once and no one seems to know how yo resolve the issue. Each time customer service agrees and gives a credit for what I'm owed, but can't stop the charges from reoccurring the next month. It's ridiculous that a company this size can resolve a simple problem like this. Currently I'm owed $79.15 because I didn't reach out each month and some credits didn't equal the charge. I just want the charge removed permanently and a refund of what I'm owed. It shouldn't take a year to solve an issue.
XfinityNatalie
Official Employee
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756 Messages
13 hours ago
Greetings, user_8jseme! Thanks for posting on our XFINITY Community forum. I completely understand how frustrating and unsettling a billing issue can be. I’d feel the same way.
You’re in the right place, and we’re here to take care of this and get your mobile billing concerns resolved quickly and smoothly.
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, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon click the "New message" (pencil and paper) icon then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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BruceW
Gold Problem Solver
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27.3K Messages
1 hour ago
It's unwise to say "next to the bell icon" unless you somehow know that the poster is using a desktop or laptop computer. These have a "bell icon" for notifications, but many posters are using phones or tablets, and many (most? all?) of these mobile devices do not have a "bell icon" -- they handle notifications in a different way.
When employees direct the enormous number of users of mobile devices to an icon that does not exist on their screens, it's an unfortunate and confusing waste of time for those users. It also runs up the company's support costs and further tarnishes its reputation.
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