Visitor
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1 Message
Ongoing Incorrect Charges for Free Xfinity Mobile Device
Hello, As a Platinum customer, I have been using Xfinity services for many years. In October, I was encouraged to switch to Xfinity Mobile; however, my personal device (Galaxy S24 FE) was not eligible. As a result, I opted for a free device offered by Xfinity—the Galaxy A36. I was clearly informed at the time that the device payment would activate only after two billing cycles.
Since then, my account has incorrectly reflected a monthly device charge of $15.99. Every month, I have had to call customer support to get this charge credited back. Each time, I am told the issue has been fixed and that it will not recur the following month—yet it continues to happen.
I missed calling on January 26 and again this month, and as a result, my credit card was charged for the device payment. Today, I opened case f[Edited: "Personal Information"] but it was closed without any resolution.
Each month, I am forced to explain the same situation to a different support agent—that the device was supposed to be free from the beginning and that an error occurred during activation. This recurring issue has become extremely frustrating, and I do not want to continue calling every month for the next 15 months to correct the same mistake.
I kindly request a permanent resolution to this issue. Even if I decide to discontinue the service, I will not pay for the device, as this situation is not due to any fault of mine. I already own a Galaxy S24, and the Xfinity Galaxy A36 (a downgrade) is of no use to me without Xfinity Mobile service.
I appreciate your prompt assistance in resolving this matter once and for all.
Community Best Answer
XfinityThomasA
Official Employee
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4K Messages
5 months ago
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user_6d59c8
Visitor
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2 Messages
2 hours ago
I experienced something very similar but far worse. After accepting xfinity's free phone service offer, they also started charging me. But it didn't just happen a few times this went on for 5 months, despite all of xfinity's assurances that it wouldn't happen again. As such, I was forced to accept the obvious about xfinity's dishonest billing tactics and transfer my phone to another service provider altogether, and before anything else happened because that wasn't the worst of it.
When I first inserted xfinity's SIM card I lost phone service for two weeks until a new sim card arrived. When I put in the second card I found out that xfinity didn't transfer my call and text history along with my phone number despite having told them explicitly that I needed to maintain my complete call and text history on my phone without exception, and if xfinity couldn't transfer that data along with my number then I wasn't interested. I explained this to them in no uncertain terms - that this was a deal breaker. But every agent I spoke to assured me this was a common request and I had nothing to worry about. Several customer service agents confirmed this to me before I agreed to go through with the transfer. So, when this happened I called xfinity immediately and requested that they contact the other service provider to get my "call and text history back from them." But everyone I spoke at xfinity claimed that it was impossible because too much time had passed. Yet despite the serious nature of their mistake, not a single person from management or Xfinity's corporate offices have ever contacted me about this in any way to either apologize or offer something to make up for their blunder or to ease my pain in having lost the only voice recordings I had of two family members that passed away some years ago.
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