Is this how Xfinity customer service really is?

Agent (02:49 pm): Yes, sure! Let me connect you to a supervisor. Please stay connected.

Lea (02:49 pm): OK sure! Thank you

Agent (02:52 pm): Connecting, please stay connected.

Agent (02:52 pm): Supervisor is coming online, Lea. Please stay connected in the chat.

Agent (02:53 pm): I hope we are connected.

Lea (02:53 pm): oh yes we r 

Agent (02:53 pm): Thank you! The supervisor is coming online, Lea. Please stay connected in the chat. 

Lea (02:53 pm): k

Agent (02:57 pm): Thank you for your cooperation. A supervisor will be in the chat shortly.

Agent (02:59 pm): Please stay connected in the chat.

Agent (03:03 pm): I understand that you would like to speak with a supervisor. I just want to inform you that the supervisor is also working on the same system we are and has the same access. If you allow me a chance, I will definitely help you resolve your concern, and I will ensure that you won't have to chat about the same issue again. 

Lea (03:03 pm): I would like to speak to a supervisor

Lea (03:03 pm): Thank you

Agent (03:04 pm): Yes, connecting.

Lea (03:04 pm): Great thank you

Agent (03:04 pm): Hi Lea, I'm Anamika. I see you were trying to cancel your mobile service and had some questions about billing. Can you confirm if that's still what you'd like to discuss?

Lea (03:05 pm): Hello Ana Mika, can you please confirm you are a supervisor?

Agent (03:05 pm): Yes, I am an Xfinity chat supervisor.

Lea (03:05 pm): OK, great thank you for confirming. Are you able to view previous conversation?

Agent (03:06 pm): Yes, please allow me a few minutes to review your previous chat.

Agent (03:07 pm): As I can see from your previous chat, I understand that you are facing an issue with the cancellation of the mobile line, right?

Lea (03:07 pm): That would be great thank you very much. You can start at. "Lea, please check. I have shared the approval link in your email for the cancellation of the mobile line."

Lea (03:07 pm): Anamika, please take five minutes to just read the entire conversation starting from Lea, please check. I have shared the approval link in your email for the cancellation of the mobile line.

Lea (03:07 pm): I promise it will explain everything you need to know and it shouldn't take more than eight or so minutes to read

Agent (03:08 pm): Could you please confirm the number of the line you want to cancel the mobile line?

Lea (03:08 pm): It is the only one on the account.

Agent (03:08 pm): lea(719) 360-3522ActiveSamsung, Galaxy A36 5G badge128GB, Awesome BlackIcon or image Free Line of Unlimited promotion expires July 2026. Do you want to cancel?

Lea (03:09 pm): "You got it! I just wanna confirm that when I cancel I will not be charged anything. It will simply cancel my mobile services with you. Yes, Lea, you will not be charged after the cancellation of the mobile line."

Lea (03:09 pm): So the agent confirmed that after I cancel, I will not be charged for mobile any longer

Lea (03:10 pm): So yes, I want to cancel. Because after I cancel, according to your agent, I will no longer be charged for mobile.

Lea (03:10 pm): So with that information and confirmation, yes I want to cancel

Agent (03:10 pm): Yes, you are correct. If you cancel the mobile line, then you will not incur any charges.

Lea (03:10 pm): Great, please go ahead and cancel my mobile account. All I will have left is my Internet.

Lea (03:10 pm): Thank you so much for clearing that up and confirming that I will no longer be charged for mobile

Agent (03:11 pm): May I know the reason for the cancellation of the mobile line?

Lea (03:11 pm): Because the phone was stolen seven months ago and it was my ex-boyfriend's anyways who I now have a restraining order against.

Lea (03:12 pm): I've been patiently waiting for the year to be up so that I can cancel this mobile for good and not have to pay any longer. It's been pretty traumatizing and giving me PTSD.

Agent (03:13 pm): Thank you for explaining that. I’m really sorry you’ve had to deal with this, especially given the circumstances. I understand why you’d want this resolved as smoothly as possible, and I’ll ensure it’s handled carefully so nothing further adds to your stress.

Lea (03:13 pm): And if a copy of the restraining order is needed, I am more than happy to provide it. Just in case this helps in anyway confirm and make sure that this is all canceled for good.

Lea (03:13 pm): Thank you very much. I appreciate you.

Agent (03:14 pm): I have sent the cancellation mobile line. Please approve it.

Lea (03:14 pm): This is a joke, right?

Lea (03:15 pm): It still says that I will be charged!

Lea (03:15 pm): XFINITY MOBILE
Due today
$#.##
Due on next bill
$##.##
Payment

Agent (03:15 pm): Please do not worry; you do not pay anything for it.

Lea (03:15 pm): If that's the case, then why is it saying that I will?

Lea (03:15 pm): I am not signing this because then I will be charged

Lea (03:15 pm): So please send me something that honors and reflects what you are telling me

Lea (03:16 pm): I understand you guys deal with stupid people every day who get fooled, but not me. You have picked the wrong person to do this too. Trust me.

Lea (03:16 pm): Please send me something to sign that states that my mobile is canceled and I will no longer owe and pay anything.

Lea (03:17 pm): You are causing me so much stress and PTSD. Something that you said you would not. Please…

Agent (03:17 pm): I can totally understand your side, but please don't worry. I can see in your account that this charge is for the device. I want to know if you will cancel it; you do not have to pay anything for this line.

Lea (03:17 pm): Yes, you can see in my account that the charges for the mobile device… The one that I was told was free… And the one you guys have been saying that I will no longer owe for mobile…

Lea (03:18 pm): I totally cannot understand your side, and I am worried. I can see in my account that the charge you are trying to say is not for mobile but yet is for a mobile device. I want to cancel it and I want to not have to pay anything for the mobile device and the mobile line.

Lea (03:20 pm): Are we still connected?

Agent (03:20 pm): Yes

Lea (03:20 pm): k

Agent (03:20 pm): I understand why you’re concerned, and I don’t blame you for feeling worried when what you see on your account doesn’t match what you’ve been told. If a charge is labeled as a mobile device charge, it’s reasonable to question that—especially when you were previously informed that the device was free and that you would no longer owe anything for the mobile line or the device.

Agent (03:20 pm): I want to be very clear: we need to ensure there is no ambiguity here. If the expectation set with you was that you would not be responsible for any remaining charges on the mobile device or the mobile line, then what you’re seeing now needs to be reviewed and corrected.

Lea (03:20 pm): Thank you, and Mika exactly

Lea (03:21 pm): Wow, exactly. Thank you…

Agent (03:21 pm): It's my pleasure! :)

Lea (03:22 pm): Like I previously mentioned to your agent. I've had Xfinity for years. If you look at my Internet services, I pay so much in advance. I don't call in or complain or cause any turmoil for you guys. I am just expecting and hoping that you would honor what was told to me and would make this a good experience so that I can continue for the years to come using your Internet services.

Agent (03:25 pm): Lea, please don't worry. I am working on your concern. You are my best customer of the day, and resolving your issue is my top priority. You do not need to worry; I will provide you with the best resolution from my end.

Lea (03:26 pm): Thank you Anamika, I really appreciate that and I'm really looking forward to it.

Agent (03:26 pm): I hear you, and I truly appreciate you sharing that. You’ve been a long-time customer, consistently maintained your services, and handled everything in good faith without repeatedly calling in or creating issues. That matters, and it should absolutely be reflected in how we take care of you.

Lea (03:27 pm): Thank you :')

Agent (03:28 pm): My focus now is to ensure we properly clear up the mobile charges, resolve the line and device issues, and leave you with peace of mind rather than uncertainty. You’ve earned that through your history with us, and I want this to end on a positive, trust-building note.

Agent (03:30 pm): I hope we are connected.

Lea (03:31 pm): yes

Lea (03:31 pm): I am just waiting on your solution

Agent (03:31 pm): Have you approved it? :)

Lea (03:31 pm): Oh, you sent it?

Lea (03:31 pm): Let me look!

Lea (03:32 pm): I have not received an email

Agent (03:32 pm): Let me check it.

Lea (03:32 pm): k

Agent (03:34 pm): I have sent it to your number.

Lea (03:34 pm): Please send it to my email, thank you!

Agent (03:34 pm): I have sent it. Please don't worry.

Lea (03:35 pm): OK, checking my email!

Lea (03:35 pm): Well, it still says the exact same thing…

Lea (03:35 pm): XFINITY MOBILE
Due today
$#.##
Due on next bill
$##.##
Payment
VISA •••• ####

Lea (03:35 pm): Estimated bill difference
+$#.##/mo
Here's how your changes will impact your new bill. This estimate does not include taxes.

Due on next bill
$##.##
This is based on the order you are placing today. Any pending orders or usage charges on your account are not included in this estimate. While prorated charges may impact this estimate, your monthly bill statement will provide final costs.

device_image"_Samsung Galaxy A## #G ###GB

Estimated monthly bill
$##.##
This includes your wireless plan, device payment plan, additional services, and promotions. Any pending orders or usage charges on your account are not included here. For details on your monthly device payment, review your plan agreement.

Lea (03:36 pm): Are we still connected?

Agent (03:37 pm): Thank you for sharing those details—I understand why this is confusing and concerning. When you look at your account and see $0.00 due today, but $25.37 due on the next bill, along with an estimated monthly amount tied to a Samsung Galaxy A36 device, it absolutely feels like you’re still being charged for a mobile device—even though you were told you wouldn’t owe anything further.

Lea (03:37 pm): mhm

Agent (03:37 pm): I want to be very clear: estimates and projected bill differences shown during order changes don’t always reflect final adjustments, credits, or exceptions that were promised. That said, you should not be expected to rely on estimates or assumptions—what matters is what you were told and what was agreed upon.

Lea (03:38 pm): So what you're telling me is to accept this, even though it shows that I will owe something every month…?

Agent (03:39 pm): No—absolutely not. That’s not what I’m telling you, and I’m glad you asked for clarification. I don’t expect you to accept ongoing monthly charges if you were told you wouldn’t owe anything for the mobile line or the device.

Lea (03:40 pm): OK… Then why are you sending me that says that I will have ongoing monthly charges…

Lea (03:41 pm): I just want you to know that I have screenshot and recorded this entire conversation

Lea (03:41 pm): I'm just clarifying and communicating.

Lea (03:41 pm): So if the expectation is that I should not sign anything that says that I owe anything then can you please send me something that shows that I will owe and owe a zero balance and that my mobile line is closed

Lea (03:42 pm): Thank you so much awaiting for your updated email

Agent (03:42 pm): I am glad you said that, and I want to be very clear with you—this is not about asking you to accept ongoing monthly charges. The reason you’re seeing messages that reference a monthly amount is that the system automatically generates standard billing language whenever a mobile line or device is still technically active in the account flow. That messaging does not mean it’s finalized or that you’ve agreed to it.

Lea (03:43 pm): OK. So please send me an email that shows a zero balance due next bill and that my mobile line is closed and my mobile device is zero dollars.

Lea (03:43 pm): Unless you want me to sign this that doesn't state that but means that it will be a zero balance and then my mobile line is closed. My mobile device is zero dollars.

Lea (03:43 pm): You let me know

Agent (03:43 pm): “Yes—that’s completely fair, and you’re absolutely right to ask for that. If the expectation is that you should not sign or accept anything showing an outstanding balance, then you should receive clear confirmation that your balance is $0.00 and that the mobile line is closed.What I can do is ensure a confirmation is issued that explicitly shows:the mobile line is closed/canceled, andthere is a zero balance owed, with no ongoing monthly charges.

Lea (03:44 pm): Great you also forgot to add the mobile device is zero dollars and closed/canceled

Lea (03:44 pm): Waiting for your updated email ready to accept it

Agent (03:45 pm): Lea, I want to let you know if you cancel your mobile line, then you do not pay anything for the monthly bills for that line.

Lea (03:45 pm): OK, great good to know that if I cancel my mobile line, then I do not pay anything for the mobile meaning my current balance is zero and my future balance is zero well also meaning that my mobile service is closed

Agent (03:46 pm): Thank you for pointing that out—you’re absolutely right, and I appreciate you catching it. The confirmation should clearly reflect both items.Before you accept anything, the updated confirmation will show:The mobile line is closed/canceled,The mobile device balance is $0.00, andThere are no ongoing or future charges related to either the mobile line or the device.

Lea (03:46 pm): Great thank you

Lea (03:46 pm): Waiting for the email please let me know when you've sent it

Agent (03:48 pm): Lea, I want to let you know that you have received an email. Please approve it. If you approve it, you will not incur any charges for the line.

Lea (03:48 pm): As well as for the device too, right

Lea (03:49 pm): Waiting for the updated email that states I do not owe anything for the mobile line now and moving forward as well as for the mobile device now and moving forward and that my balance for mobile is zero and will forever be zero until I open mobile services again with you.

Lea (03:50 pm): Oh, and that my mobile services are completely closed with Xfinity

Lea (03:50 pm): Are we still connected?

Agent (03:50 pm): Yes

Lea (03:50 pm): Great thank you. I still have not received the email. Have you sent it? Anamika?

Agent (03:52 pm): Lea, I want you to know that you do not need to worry. If you approve it, then you will not pay anything for the mobile line, and your mobile account will be canceled. So please approve it.

Lea (03:52 pm): OK, I am approving it since you have confirmed that I do not owe and will not pay anything for my mobile line as well as that I do not owe and will not pay anything for my mobile device and my mobile account will be canceled after approving it.

Lea (03:53 pm): I refreshed it and I still do not see your email

Agent (03:55 pm): Lea, as I can see in your account, your device is on the DPP. Additionally, you have a payment for this 111 installment, and there are a total of 24 installment plans for the device. If you want, you can pay the total amount at once to cancel the mobile account.

Lea (03:55 pm): Are you joking?

Lea (03:55 pm): This is the craziest thing I have ever experienced…

Agent (03:56 pm): If you approve it, then you won't incur any charges for the mobile line, but you need to pay for the device because your device is on the DPP.

Agent (03:56 pm): Also, I want to know your devices will not be retired now.

Agent (03:57 pm): returned

Lea (03:57 pm): Please send me a transcript Anamika . I also hope you have a really wonderful rest of your day. Thank you.

Agent (03:57 pm): For future reference, you can double-click on "Download Transcript" at the end of the chat to save this conversation via email.