6 Messages
Free Phone Isn't Free
Hello, I've spent hours with support recently trying to resolve an issue. Xfinity support promised my wife a free phone (a Pixel 7), which they sent us, but now it looks like we will be charged around $29/month for it. A few days ago, I talked to an Xfinity support agent on the phone for close to an hour, and she promised to create a support ticket and email it to me so I could attach my video of the original support agent promising the free phone. However, the email never arrived.
Some support agents have told me no problem, we will make sure it is free, and others have said I should send the phone back.
We will not send the phone back. It was sent to us by Xfinity and we were told by Xfinity that it would be free. Xfinity needs to take ownership of this and provide the phone for free as promised.
All Xfinity agents I've spoken to and chatted with have been super friendly and have seemed very helpful, but unfortunately it seems like they are all putting me through hoops and hoping I just stop trying to get this issue resolved. Long wait times, many transfers, being told to call a phone number that then redirects me back to chat support, being told a support case will be made for me, etc...
Since I've spent so many hours with chat-based support and phone-based support, I'm posting here as well to see if this channel can get me to a resolution.
user_94hrjw
1 Message
1 year ago
Xfinity mobile is a new level of [EDIT: Inflammatory].
(edited)
1
user_zbuptm
2 Messages
1 year ago
Wow....this is identical to my situation. After months of long phone calls trying to resolve this, they told me to go to an Xfinity store where they'll refund me. Of course the store had no idea what they were talking about and do diddly squat. I have a brand new Galaxy S-whatever that I've never used once...$600 bucks later. They are a bunch of [Edited: Inflammatory]
(edited)
2
Jamhall09
Visitor
•
2 Messages
1 year ago
Terrible customer service. I got the mobile service to make my bill cheaper overall. I didn’t even take the phone at the store since I wouldn’t be using it anyways and they’ve been charging me for it every month. 3 times they’ve told me it was paid and no more payments would be taken and they’re still taking it, even though I shouldn’t have been paying for it in the first place.
1
user_497ln1
1 Message
1 year ago
Thank you for all of the comments. I almost for this scam too. Nothing is free in life and not even a phone. Everyone in this email saved me a lot of money and I want to thank all of you. Some of us don't make that much money and are on a strict budget. I agree with xfinity sometimes they are very helpful but sometimes they keep transferring you to get the right answers.
1
user_qbjahf
1 Message
1 year ago
New to xfinity mobile. Hoping our experience is worth putting up positive notes on the comment board
0
0
user_u5zb2l
1 Message
1 year ago
Thank you for posting this. Something in my head kept ringing “If it seems too good to be true, it probably is.” I went on line and read your story and So I declined and got all sorts of encouragement ( including a phone call from India!) to reconsider. You have added perhaps a whole day to my life! Thanks.
1
user_53d9e1
Visitor
•
1 Message
1 year ago
Check your bill to see if the amount charged for the device has not been credited back to your account. I saw a charge on our bill but upon looking further found that they had indeed applied the same amount back to account. This is done monthly until phone is "paid off".
0
0
user_23sngh
1 Message
1 year ago
I too have been promised one thing from the first agent I spoke too then everyone else has different things to say! I always say “go back on your recordings but they never say anything in regards to it. I regret switching companies! Hopefully they resolve your problem because they never did with me.
1
0