Free Phone Isn't Free

It saddens me to hear you (and as I've come to discover, others) going through similar struggles with this shady company! The main difference between our two cases is that sending back our new phone is off the table for us—my wife has already gone ahead and fully switched over to it and really loves it and fully understandably will not accept Xfinity agents' requests to send it back. We were promised it would be free, we consented electronically to that, they sent it to us, and then they made it not free. Such a scam! I think they just depend on many people not wanted to take the time to sue them, and furthermore they depend on people just accepting the outcome of these shady "deals" because we are busy and don't want to spend hours and hours over the course of many months with them trying to sort things out. 

I haven't even mentioned all the issues I've had with them. Every step of the way, Xfinity support agents have seemed helpful and promised resolutions, but every change they make turns out to have negative side effects—SIM card being sent for incorrect number, phone promised for free starts accruing charges, additional unwanted and unrequested line accruing charges, phones not activating without ~1 hour with Xfinity support due to their website activation process erroring out....

Hello there @User983738!  We greatly appreciate you taking time out of your day to voice your service concerns and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited on this platform. We're unable to perform any device or account specific requests over this platform. Have you tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?

I too am in a similar situation. Promised free phone now I owe 700? Promised I could send it back even have a screenshot of the conversation  because it seemed too good to be true. I filed with fcc I think and came back to find posts of others because there is a lot of people saying the same thing( free phones that are not free.) And see how they handled it. I am filing with everyone possible no way am I going to pay for this "free" phone & am not wasting another min with support being lied to that someone will call and take care of this. 

@user_h8d4m7​ if I’m reading that correctly, the phone is free. The device cost is $8.33/month and you’re getting a credit of $8.33/month.  That cancels each other out.  They do that so you’re on the hook for the balance if you cancel early. Hope that helps. 

This is a fantastic example of Xfinity customer support. I tell them I've contacted multiple Xfinity support channels and am being made to jump through hoops, and they suggest additional hoops I can waste my time with. Incredible!

Nonetheless, because this issue still has not been resolved, I did contact the additional channel there that I had not contacted before: the text support line. Turned out it was exactly the same as the support chat (once you get ahold of an agent), just via text instead. 

Guess what the text support agent told me? I should take my concern to an Xfinity store. This is the shadiest and most frustrating company I have ever done business with. If this issue were to be resolved, I'd actually be pretty pleased with my service, but as things stand right now with this current situation (which I will continue to fight until they make it right), it's a 0/10 would not recommend from me. So many lies and misdirection from Xfinity supports agents!

Free?

SEP 13, 2023 Auto Payment $2.35
AUG 13, 2023 Auto Payment $7.67

Nope. :(

And then there now is this...

Your Aug 24 - Sep 23 billing cycle has ended. Your bill statement is $25.56 and will automatically be charged to your Mastercard on file on Oct 14.

To resolve this will be another few hours trying to get an agent on the phone as the automated system dosen't have the options to help with our situations.

Yay me.

Not free.

@tuffigirl​ As far as I can see, I haven't been charged the $29.17 monthly charge for it yet, but I've been trying to get ahead of it so it can be straightened out before the charge. In my account in the app and website, it says I will be charged that amount without displaying any device credit,  and numerous support agents I have spoken to and chatted with also confirmed I will be charged that monthly amount. But, you're right, hopefully a device credit will be applied once my billing cycle ends in a week! We did port the number though—we followed all instructions we were given to set my wife up with this new phone. There were plenty of difficulties along the way even to doing that, as the service activation page kept erroring out before allowing us to click through it all. So, for both my line and my wife's line, we needed Xfinity support to actually activate the phones because it was not possible for us to do it.

Hi, @User983738. We truly want to help and want to ensure we are on the same page and know where we are going from here. Our XFINITY Mobile team has they have their own dedicated team of experts. Rest assured, we have your back. If you have tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat and still not have received help, we can request for you to be contacted. As a heads-up, we do have the ability to assist with all the normal residential side of services over social media. How are the residential services working for you? To further assist, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message. If you're signed in to your forums profile and because you have already posted to the public page, you should have the option to do so.

@user_70b03b Good morning! We appreciate you taking the time to provide some details in your experience. This is not the experience we want our customers to have with their Xfinity Mobile services. While we are limited over this platform on account specific requests or device information, to the information we can provide, I want ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. I'm assuming you have reached out through this channels for assistance with your upgrade? 

• Text Message: 888-936-4968
• Phone: 888-936-4968
• Chat: xfinity.com/xfinityassistant/?channel=xMobile

Yes and that didn’t do a thing not frustrate me further. Same outcome, my credit score wasn’t good enough.

WE'd love to help in any way we can since these other options haven't worked for you.  Please send a direct message by clicking the 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. Please include your name and address and we'll connect you with an XM National Specialist who we're sure will be able to bring things to a great resolution for you. 

@user_70b03b​ same bs they hit me with.

F the fact that we’ve been faithful, and loyal customers for X amount of years, all they care about is a credit score.

Their answer was to give me the phone number to their “approval team” which it turns out is just Experian. lol

F’ing liars, snakes and thieves, this is Xfinity in a nutshell.

Good afternoon @user_0mdlhy, have you been able to get a return label for your phone? If not, please let us know and we'll be happy to assist further.

@user_b5goc5 Have you reached out to Xfinity Mobile so that they are able to put in a ticket for the return label? Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. Please reach out to our Xfinity Mobile team with the options below. 

Text Message: 1 (888) 936-4968
Phone: 1 (888) 936-4968
Chat: xfinity.com/xfinityassistant/?channel=xMobile

@user_b5goc5​ contact a lawyer and inquire about it; start it, I and thousands of other dissatisfied customers will follow.

@XfinityDena​ same typical answer. You guys shouldn’t bother lying to us, we know you don’t have any real power to make any significant changes, so why bother trying to make us think you can really help?

@XfinityDena​ we’ve all reached out to any number of you trying to get our problems rectified to no avail.

 Y’all should just stop responding, at least then you wouldn’t have to continue lying to us.

We are sorry to hear about the frustrating experience @user_70b03b, this is never how we want any of our valuable customers to feel. We'd be happy to get a ticket submitted to our executive mobile team to further assist. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account? To send a "Direct Message" ("Private") message: Click "Sign In" if necessary

• Click the "Direct Message 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 which 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

@SirSinister66​ get used to it. They’ll continue too do it and you’ll continue to complain but in the end those complaints will take you nowhere. 

@SirSinister66 Thank you for visiting our Xfinity Community Forums. Let's take a look at your billing together to check what is going on with those extra charges. Please send us a direct message with your full name and the service address to get started. 

To send a direct message: 

• Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
• Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell 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 which 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

@user_00ld86​ you’ve got a better chance of hitting the Powerball than you do at getting what you’re seeking from Xfinity.

@User983738 Can I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

I’ve done this, four separate times, none of you can fix the issue. 

I’m tired of being enough to pay the be charged but not good enough to be given the upgrades I’ve earned. 

But don’t fret, Xfinity will get theirs soon enough.

@user_nbss4j Good morning! Thank you for taking the time to reach out to our Community Forums Team. I can see how having any type of billing issues would be frustrating. I would be happy to take a closer look on what is needed to get you in the right direction for a resolution. I'd like to take a look at your internet/home phone side to be sure everything is good there, then we can work on the next step for you Xfinity Mobile. To begin, can you please send a Direct Message with your name, and service address? 

Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which 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

I used the app and the only bubble I see on the top right side goes to Xfinity Assistance not Direct Messaging. It didn't give me an answer on how to get to Direct Messaging. Please assist.

@user_nbss4j The direct site for our Forums is https://forums.xfinity.com Once there to send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

Here are the detailed steps to direct message us: • Click "Sign In" if necessary • Click the "Peer to peer chat" icon (upper right corner of this page) • Click the "New message" (pencil and paper) icon • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list • Type your message in the text area near the bottom of the window • Press Enter to send your message

I sure wish there was more consumer protection that would not allow these kinds of things to happen. Personally, based on my experiences, the only mobile company that I would recommend is T-Mobile. So far, they have had great deals that stay the same for the most part. They also have good Family Plan prices and good plans for veterans. 

@user_6rr87w This is never the experience we want for our valued customers! The ACP benefit will never apply to the cost of a physical cell phone, I definitely want to be 100% upfront with you there. Now, due to account security with Xfinity Mobile our access to Xfinity Mobile accounts is very limited so I wouldn't be able to look at the account and confirm if the phones are on some other promotion that would make them free. You would need to reach out to that department separately by calling or texting 1-888-936-4968 and one of our dedicated Xfinity Mobile specialists are there for assistance 24/7. You can also visit our Xfinity Mobile assistant page, where we have support available thorough chat as well: https://comca.st/3vkGv93.

Were you able to get the upgraded modem? If you don't subscribe to speeds of 800 Mbps or higher you simply wouldn't be eligible for the newest modem, if you are experiencing service issues we can absolutely address those as well. 

Yes. I'm paying $8.00 a month for however many months they decide to charge me as they have my CC info and I still use the internet so I'm stuck with them taking money until, like I said, they decide to stop, or I move to an area that isn't monopolized.

Thanks for your comment and feedback, @user_h8d4m7. I'm sorry to hear about your billing concerns. To confirm, were you able to get in touch with one of our Xfinity Mobile agents for assistance with your billing questions? Or do you still need help with your billing concerns? 

Hey there! Thank you for sharing your feedback and we certainly assure you this is not the experience we wish you to have. Let us take a look into this to see how we can help, can you send us a DM to get started. Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message" icon (upper right corner of this page)

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

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

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

• Press Enter to send your message

this is happening to me right now except I haven't even opened the non-free phones.  I have now requested a return shipping label in 3 different phone calls.  If I do not receive one within the next day, I will be contacting my state's Attorney General.  and a lawyer

@Xfntyisascam​ Yes, I feel your pain. This is what I find so frustrating as well that all they have to do is go into their system to make the changes and they make it sound like it requires a rocket science degree to complete it. I don’t know if I already stated, but they said “as a courtesy” they will refund me around $68, but I have to pay $151 in order to avoid it either going to collections or to remove it from collections I’m not sure which. It wasn’t clear in the email to me. But, when I spoke to the billing department two or three days ago, I was told that all the charges have been credited to my account. So, I’ve been told two different things now. And, regardless, there shouldn’t have been any charges to begin with because I instructed Xfinity more than once to cancel my account because I was lied to when I was told the phone was free. But, it turns out that my account was never canceled as instructed and now they expect me to pay charges for an account that shouldn’t have been open. However, I was told my account was closed. And, since, all of these conversations are recorded, it doesn’t make sense to me that this issue is not being resolved accordingly. Also, I tried to return the phone many times, but there were all these barriers to returning it. First, I was told I couldn’t take it to the store to return it, that I would have to ship it back. So, I asked for a shipping label and they said they would send me one via email, but I never received it. Then I spoke with another representative who led me to some link on Xfinity that would instruct me on how to return it, but that did not work because none of the options pertained to my situation. So, I spoke to another representative and they sent me to a different link on Xfinity that was supposed to tell me how to return it and I had the same problem. After more than 10 phone calls, speaking to many different representatives and being on the phone for a minimum of one hour each phone call, I am no longer willing to return the phone nor should I have to since it was free. Now, the corporate office is telling me that the phone was never free and that this issue is now resolved. Resolved? It most certainly is not resolved. I responded and informed the representative that it was indeed told to me that it was free. I verified this more than once during the conversation with the representative at the time. I have now asked the corporate office to send me a copy of the transcript of the telephone conversation or a copy of the actual recording.