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user_oc9fz2
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Saturday, August 29th, 2026 7:36 PM

mobile phone charges

I had a samsung galaxy S24 phone that the audio quit working on. Took it in to the xfinity store and was told it was defective and couldnt be fixed. Turned in phone for $163 credit but had to finish paying contract on it for 4 months so basically no compensation. was told i could get samsung galaxy s26 at no cost due to promo offer of $899.99 $0 mo. $0 down. Paid $93 at the time ( i am not sure for what) and was told credit of $163 would show on future billings. I believe i was mislead or just plain lied to as now i am being billed for $899 phone for 36 months. WHY?? I have tried to make contact by chat...got cut off. Went back to store...they didnt know who helped me originally and said to contact xfinity.  which i must say trying to contact xfinity customer service is almost impossible as the directions to email make no sense. cant find direct message, new message or pencil and paper???? can someone please help!!!  Account #[Edited: "Personal Information"]

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8 hours ago

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XfinityCliff

Official Employee

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571 Messages

8 hours ago

Hello @user_oc9fz2, and thank you for reaching out on our Xfinity Community forums and sharing your experience.

I can certainly understand how frustrating it would be to expect promotional pricing on a new device and then see charges on your bill that don't match what you believed was discussed at the time of purchase. Based on what you've described, it would be important for us to review the details of the device upgrade, any associated promotional credits, and the trade-in information to determine how the charges and credits were applied.

Please send us a Direct Message* with your full name and complete service address so we can take a closer look at the account. If available, please also include any documentation or details from the store visit regarding the Samsung Galaxy S26 promotion and the trade-in of your Galaxy S24.

We'd be happy to review the account with you and help clarify what occurred.

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

Click Here For an example of how to send us a Direct Message.

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