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Sunday, April 13th, 2025 10:17 PM

Don't get mobile lines through Xfinity - charged for a year for a line for a phone that was sent to Xfinity

Do not utilize mobile services. I have been a loyal customer since I bought my house 09/2021 and have used their phone services since 2023. I spoke with a rep and ordered the iPhone 15 Max Pro with them at the time. I sent them my iPhone 14 Plus Starlight for a credit and the line was never shut down. They have been charging me for the line though it was never activated. I caught it, though I trusted my autopay, because I thought my phone should be paid off due to the expense of the monthly bill- I had been being billed for a second line this entire time. Xfinity will not make it right even though services were not rendered and they device is in their possession and are only willing to refund two of the 18 months. Meanwhile, I have had service interruptions and issues with my internet and have offered patience and loyalty. You would think that no services being rendered, being able to profit on my device and continued use of their services would have had this process look differently for me. Additionally, I have neurodivergent disabilities - please check on your loved one to ensure they aren't being taken advantage of. 

Official Employee

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2.2K Messages

14 days ago

 

user_ki3h6j I'm sincerely sorry to hear about your situation. This is not the experience we would like to you have and we'd like the opportunity to turn this around. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

 

2 Messages

Those are the actions I took for the complaint I made. They said that they don’t have the ability to offer anything else. Will it somehow connect me with a different department? They stated they were unable to click any other buttons or assist me further.

Official Employee

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1.3K Messages

@user_ki3h6j, we can't promise what the outcome may be as we would need the case to be investigated. However, I believe it is worthwhile to have a second look at this situation.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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